Amazon is seeking an exceptional analyst to drive innovation in the customer service industry. This role requires strong analytical skills, excellent communication abilities, and a passion for raising performance standards.
Key Responsibilities
* Manage Global Outsourcing capacity planning for Europe Network by collaborating with partner networks and business teams.
* Closely communicate with GO Vendor Management team, Headcount Planning, Capacity Planning, and GO Finance to ensure smooth execution of capacity planning processes.
* Build optimal contact volume allocation plan for outsourcing partners by managing trade-offs between quality, productivity, and cost.
* Coordinate with internal and outsourcing network operation teams to meet business service levels.
* Mitigate capacity risks by managing dependencies across multiple sites and geographies.
* Manage reporting and analysis of key performance indicators for Europe GO.
About the Team
In Capacity Planning Global Outsourcing (GOCP), our vision is to engineer a flexible and reliable customer service network that is scalable and efficient. We strive to constantly enable best customer experience through strategic planning and partnering with the world's largest outsourced customer service network.
BASIC QUALIFICATIONS
* Senior experience in Capacity Planning or related field.
* Experience in business or financial analysis.
* Advanced Excel and big data experience.
* Excellent communication and interpersonal skills.
* Proven problem solving skills, project management skills, attention to detail, and exceptional organizational skills.
PREFERRED QUALIFICATIONS
* 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.
* Some programming experience is a plus.
* Lean-Six Sigma Black Belt.
* Ability to deal with ambiguity and competing objectives in a fast paced environment.