* Experience in Capacity Planning or related field
* Experience in business or financial analysis experience
* Advanced Excel and big data experience
* Excellent communication (verbal and written) and interpersonal skills and an ability to effectively communicate with both business and technical teams.
* Proven problem solving skills, project management skills, attention to detail, and exceptional organizational skills
At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. Amazon Worldwide Capacity Planning is looking for an exceptional analyst who is passionate about raising the performance bar, can work closely with multiple stakeholders in different geographies, and has the ability to drive new innovations in the customer service industry.
Key job responsibilities
The successful candidate will work in lock-step with multiple business teams, Customer Service (CS) Operations, Global Outsourcing, Program Management and CS Finance. They will:
* Manage the Global Outsourcing (GO) capacity planning for Europe Network by working closely with partner network to manage the long-term/short-term capacity planning processes for GO.
* Build optimal contact volume allocation plan for the outsourcing partner network by managing trade-offs between quality, productivity, and cost.
* Mitigate capacity risks by clearly communicating, managing and tracking dependencies to appropriate stakeholders across multiple sites and geographies.
* Manage the reporting and analysis of daily, weekly, and monthly reporting of key performance indicators for Europe GO.
* Participate in global customer service initiatives and project roll outs to cater to growing business needs including automation and standardisation projects.
* Collaborate and closely communicate with GO Vendor Management team, Headcount Planning, Capacity Planning, GO Finance and program teams to ensure smooth execution of capacity planning processes.
Minimum Requirements
* Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field
* Operations research or BPO experience
* Experience working with supply chain planning or customer service planning function/tools.
* Programming experience is a plus to automate tools whenever appropriate
* Lean-Six Sigma Black Belt
* Ability to deal with ambiguity and competing objectives in a fast-paced environment while delivering results
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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