Amazon is guided by four principles: customer obsession, passion for invention, commitment to operational excellence, and long-term thinking. Amazon strives to be Earth’s most customer-centric company, Earth’s best employer, and Earth’s safest place to work. In Amazon CS we are recruiting for a passionate and customer obsessed Headcount Planning Manager to join the EU Capacity Planning teams with responsibility for mid to long term planning.
In EU Capacity Planning (EUCP)we cover every aspect of contact centre planning for the Customer Service Associate (CSA) planning cycle. This ranges from strategic long-term planning of required headcount to short-term tactical planning through to real-time management. EUCP is pivotal to the ongoing success of Amazon CS as we deliver innovative solutions to complex planning problems. As business partners to the operational, finance and project stakeholders, EUCP plan for nine separate countries across Europe through multi-site networks across internal and outsource locations.
Our team consists of more than 60 team members located in nine countries globally. Our network is growing in both scale and complexity, and we need smart, innovative individuals to help us design market-leading tools and processes to meet the needs of an increasingly demanding customer base.
Put simply, we start with our customers and work backwards using hard data and customer anecdotes.
We are looking for highly motivated, analytically minded team members who have experience in contact centre planning and are looking for the next challenge in their career. The role would also suit capable analysts with transferrable skills (e.g. supply chain planning, logistics background) who have a desire to learn new skills and apply their analytical mind-set to the role. You will be a concise communicator who is able to quickly build collaborative and effective working relationships across a large and complex contact centre network.
You will be able to think long and short-term and demonstrate the ability to influence the decisions of senior business leaders by being able to “tell the story” using data analysis, logical reasoning, and the presentation of alternatives with known trade-offs.
We love to invent at Amazon, and we are always on the lookout for creative thinkers who can help us shape the future of our planning tools, processes and reporting outputs. An in-depth understanding of WFM tools would be really beneficial to the role.
If you are looking to take your analytical planning career to the next level, come and talk to us.
Key job responsibilities
About the Role:
The EU Headcount Planning role is responsible for operational contact centre headcount planning for multi-site, worldwide, internal and outsourced CS sites. The Headcount Planner will be responsible for one of the EU countries within EU CS.
The planning cycle in this role ranges from one week to four years with a monthly planning cycle that iterates to year end based on forecasting and staffing changes. The planner will utilize Amazon’s in-house planning system to create and optimize staffing plans which are cost effective and balance the needs of our Customer Service Advisers with the demands of our customers.
The key goals of the role are to ensure effective staffing plans are implemented with a network strategy that enables scalable flexibility to cover the volatility of customer demand. Deep dive analysis on productivity metrics and recommendations on hiring requirements or cross training requirements will be a core part of the role.
On top of this, the planner will dive deep into ambiguous contact centre issues and create innovative solutions that can be scaled across all regions and business areas. This project side of the role requires collaboration across multiple teams and gaining support and buy-in for implementing changes in processes and reporting.
This role will be based out of Edinburgh or London. This is a highly visible role and one that is ideal for an experienced contact centre planner with a capacity planning background.
• Experience in planning for contact centres across multiple sites and countries
• Requires a degree in statistics, engineering, mathematics, economics or relevant discipline
• Ability to work efficiently in a dynamic and ambiguous environment by combining analytical rigor and judgment
• Strong commitment to exceptional customer experience, enthusiasm to drive positive change and persuasive ability
• Excellent communication skills both verbal and written (ability to present detailed technical analysis, assumptions, and recommendations succinctly)
• Proficient in Microsoft Excel and comfortable in dealing with large amounts of data
• Experience utilizing SQL, VBA
• Experience in various WFM planning tools
• Application of data mining/machine learning algorithms is preferred
• Experience with making large scale optimization and predictive models is preferred
• Some programming experience is a plus to automate tools whenever appropriate
• Experience in operations management role will be an added advantage.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
All offers are conditional on references, verification of the right to work in the UK, and successful background screening check. This will include previous employment verification, qualification verification (if relevant) and a relevant criminal check.
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