Workforce Management (WFM) Analyst, EU Workflow

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DESCRIPTION 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...


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. We are recruiting for a passionate and customer obsessed Workforce Management (WFM) Analyst to join the EU Capacity Planning (CP) team with responsibilities for short term planning, supporting Customer Services in the EU region.

The core requirement of the role is to provide accurate and timely contact centre agent schedules across a large, complex multi-site, multi-channel estate. These schedules will deliver an intra-day staffing supply that fully meets the customer demand requirements. Where there are gaps in supply and demand, you are responsible for closing these by amending shifts, managing shrinkage, and securing additional hours/overtime (OT) among other actions.

The successful candidate will be based in our Edinburgh (GBR) or Cork (IRE) CS offices

Key job responsibilities

We are looking for highly motivated, analytically minded team members who have experience in contact centre planning. The role would also suit capable analysts with transferable 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 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.

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.
This role will suit an established planning analyst looking for their next exciting career move, working in a fast-paced, dynamic team, and with the autonomy to make a real difference in one of the most innovative and disruptive companies on Earth.

A day in the life
As an analyst, you will be responsible for core deliverables, such as shift generation, capacity outlooks and the management of supply and demand variances. You will work in close partnership with your Operational stakeholders from Team Managers to Site Leaders to ensure required metrics are achieved, whilst simultaneously balancing the requirements of the business with the experience of our associates. You’ll also be collating and analysing data enabling you to take course corrective or pre-emptive measures to protect the customer experience. You’ll also have the opportunity and space to work independently to improve the status quo through innovation and problem solving and in collaborative projects, you could deliver a worldwide change for CP.

About the team
We are EU Capacity Planning and we cover every aspect of the Customer Service Associate (CSA) planning cycle, from strategic long-term planning of required headcount to short-term tactical planning through to real-time management. We believe we are pivotal to the ongoing success of Amazon CS and we deliver innovative solutions to complex planning problems. We think differently about planning and we deliver for nine separate countries across Europe.
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 open to hiring candidates to work out of one of the following locations:

Edinburgh, SCB, GBR


- Excellent planning, time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity
- Advanced analytical skills and should provide analysis support on project and new initiatives
- Experience working on cross-departmental process-improvement initiatives and projects
- Understanding of workforce management programs
- Expert in Excel


- Bachelor's degree or equivalent
- Experience using very large datasets
- Experience with SQL or ETL

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 ( to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).

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