Customer Service Capacity Planner

vor 1 Tag

Berlin, Berlin, Deutschland Amazon CS Berlin GmbH - C25 Vollzeit
About the Role

We are seeking an exceptional Capacity Planner to join our team at Amazon CS Berlin GmbH - C25. As a key member of our Global Outsourcing Capacity Planning team, you will play a critical role in driving the performance bar and delivering exceptional customer experiences.

Key Responsibilities
  • Manage the Global Outsourcing capacity planning for Europe Network, working closely with partner networks to ensure long-term and short-term capacity planning processes are optimized.
  • Build optimal contact volume allocation plans for the outsourcing partner network, balancing quality, productivity, and cost.
  • Mitigate capacity risks by clearly communicating and managing dependencies with stakeholders across multiple sites and geographies.
  • Manage daily, weekly, and monthly reporting of key performance indicators for Europe GO.
  • Participate in global customer service initiatives and project rollouts to cater to growing business needs, including automation and standardization projects.
About the Team

In Capacity Planning Global Outsourcing (GOCP), our vision is to engineer the most flexible and reliable customer service network, scalable and efficient. Our mission is to constantly enable best customer experiences through strategic planning, engineering reliability, and partnering with the world's largest outsourced customer service network.

Requirements
  • 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.
  • Programming experience to automate tools whenever appropriate.
  • Lean-Six Sigma Black Belt.

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