Customer Service Capacity Strategist

vor 4 Wochen

Berlin, Berlin, Deutschland Amazon CS Berlin GmbH - C25 Vollzeit

Company Overview
Amazon CS Berlin GmbH - C25 is committed to being the most customer-focused organization globally, enabling individuals to discover and purchase virtually anything online.

Our Mission
By providing customers with low prices, extensive selection, and unmatched convenience, we continue to expand and enhance our world-class e-commerce platform.

Innovation at Our Core
Our transformation from a simple website to a comprehensive e-commerce partner and development platform is fueled by the innovative spirit that defines our company.

Role Overview
We are seeking a highly skilled analyst who is enthusiastic about elevating performance standards and can collaborate effectively with various stakeholders across different regions. This role is pivotal in driving innovations within the customer service sector.

Key Responsibilities
The selected candidate will work closely with multiple business units, including Customer Service Operations, Global Outsourcing, Program Management, and Finance.

  • Oversee the Global Outsourcing capacity planning for the European Network, coordinating with partner networks to manage both long-term and short-term capacity planning processes.
  • Develop an optimal contact volume allocation strategy for the outsourcing partner network, balancing quality, productivity, and cost considerations.
  • Identify and mitigate capacity risks by effectively communicating and managing dependencies with relevant stakeholders across various locations.
  • Conduct reporting and analysis of daily, weekly, and monthly key performance indicators for the European Global Outsourcing.
  • Engage in global customer service initiatives and project implementations to address the evolving business requirements, including automation and standardization efforts.
  • Collaborate closely with the Vendor Management team, Headcount Planning, Capacity Planning, Finance, and program teams to ensure seamless execution of capacity planning processes.

Inclusivity Commitment
We prioritize equal opportunity and encourage applications from severely disabled individuals with equivalent qualifications. The application process will involve the representative body for severely disabled persons in accordance with applicable regulations.

Team Vision
Within the Capacity Planning Global Outsourcing team, our goal is to design the most adaptable and dependable customer service network that is both scalable and efficient.

Qualifications
Basic Qualifications:

  • Experience in Capacity Planning or a related field.
  • Business or financial analysis experience.
  • Proficiency in advanced Excel and big data analytics.
  • Strong communication skills, both verbal and written, with the ability to engage effectively with both business and technical teams.
  • Demonstrated problem-solving abilities, project management expertise, meticulous attention to detail, and exceptional organizational skills.

Preferred Qualifications:

  • Bachelor's degree in mathematics, statistics, computer science, engineering, economics, or a related discipline.
  • Experience in operations research or business process outsourcing.
  • Familiarity with supply chain planning or customer service planning tools.
  • Programming skills are advantageous for automating tools when appropriate.
  • Lean-Six Sigma Black Belt certification.
  • Able to navigate ambiguity and competing priorities in a fast-paced environment while achieving results.

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