Customer Service Capacity Analyst

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-centric organization globally, enabling individuals to discover and purchase a wide array of products online.

About the Role
We are seeking a dedicated and skilled analyst to join our Worldwide Capacity Planning team. This role is pivotal in enhancing performance standards and collaborating with various stakeholders across multiple regions to drive innovations within the customer service sector.

Key Responsibilities
The successful candidate will engage closely with diverse business units, including Customer Service Operations, Global Outsourcing, Program Management, and Finance.

  • Oversee the Global Outsourcing capacity planning for the European Network, ensuring effective long-term and short-term planning processes.
  • Develop an optimal contact volume allocation strategy for our outsourcing partners, balancing quality, productivity, and cost considerations.
  • Identify and mitigate capacity risks by effectively communicating and managing dependencies with relevant stakeholders across various locations.
  • Conduct comprehensive reporting and analysis of key performance indicators on a daily, weekly, and monthly basis for the European Global Outsourcing.
  • Participate in global customer service initiatives and project implementations to meet the evolving business demands, including automation and standardization efforts.
  • Collaborate with the Vendor Management team, Headcount Planning, Capacity Planning, Finance, and program teams to ensure seamless execution of capacity planning processes.

Inclusivity Statement
We value diversity and encourage applications from severely disabled individuals who meet the qualifications for this role. Our recruitment process is designed to be inclusive and supportive.

Team Vision
In the Capacity Planning Global Outsourcing team, our goal is to create a flexible and reliable customer service network that is both scalable and efficient. We strive to deliver the best customer experience through strategic planning and collaboration with the largest outsourced customer service network.

Basic Qualifications
To be considered for this position, candidates should possess:

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

Preferred Qualifications
Ideal candidates will have:

  • A 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 to automate tools when necessary.
  • Lean-Six Sigma Black Belt certification.
  • The ability to navigate ambiguity and competing priorities in a fast-paced environment while achieving results.

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