Planning Analyst
2 weeks ago
Workforce Management (WFM) Analyst, EU Workflow
Job ID: 2597670 | Amazon UK Services Ltd.
Amazon is guided by four principles: customer obsession, passion for invention, commitment to operational excellence, and long-term thinking. Amazon strives to be Earth’s most customer-centric company, Earth’s best employer, and Earth’s safest place to work. We are recruiting for a passionate and customer obsessed Workforce Management (WFM) Analyst to join the EU Capacity Planning (CP) team with responsibilities for short term planning, supporting Customer Services in the EU region.
The core requirement of the role is to provide accurate and timely contact centre agent schedules across a large, complex multi-site, multi-channel estate. Where there are gaps in supply and demand, you are responsible for closing these by amending shifts, managing shrinkage, and securing additional hours/overtime (OT) among other actions.
We are looking for highly motivated, analytically minded team members who have experience in contact centre planning. The role would also suit capable analysts with transferable skills (e.g. supply chain planning, logistics background) who have a desire to learn new skills and apply their analytical mind-set to the role. You will be a concise communicator who is able to quickly build collaborative working relationships across a large and complex contact centre network.
You will be able to think long and short-term and demonstrate the ability to influence the decisions of senior business leaders by being able to “tell the story” using data analysis, logical reasoning, and the presentation of alternatives.
We love to invent at Amazon, and we are always on the lookout for creative thinkers who can help us shape the future of our planning tools, processes and reporting outputs. This role will suit an established planning analyst looking for their next exciting career move, working in a fast-paced, dynamic team, and with the autonomy to make a real difference in one of the most innovative and disruptive companies on Earth.
As an analyst, you will be responsible for core deliverables, such as shift generation, capacity outlooks and the management of supply and demand variances. You’ll also be collating and analysing data enabling you to take course corrective or pre-emptive measures to protect the customer experience. You’ll also have the opportunity and space to work independently to improve the status quo through innovation and problem solving and in collaborative projects, you could deliver a worldwide change for CP.
We are EU Capacity Planning and we cover every aspect of the Customer Service Associate (CSA) planning cycle, from strategic long-term planning of required headcount to short-term tactical planning through to real-time management. We believe we are pivotal to the ongoing success of Amazon CS and we deliver innovative solutions to complex planning problems. We think differently about planning and we deliver for nine separate countries across Europe.
Our network is growing in both scale and complexity, and we need smart, innovative individuals to help us design market-leading tools and processes to meet the needs of an increasingly demanding customer base.
Put simply, we start with our customers and work backwards using hard data and customer anecdotes.
Excellent planning, time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity
- Advanced analytical skills and should provide analysis support on project and new initiatives
- Innovative and creative in finding solutions/ designing improved methods, systems and processes
- Ability to provide sound advice and effective communication with stakeholders, should have interest and ability to work on cross-departmental process-improvement initiatives and projects
- Understanding of workforce management programs
- Expert in Excel
Bachelor's degree or equivalent
- Experience with SQL or ETL
Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( to know more about how we collect, use and transfer the personal data of our candidates.
If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.
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Edinburgh, United Kingdom Amazon Full timeWorkforce Management (WFM) Analyst, EU Workflow Job ID: 2597670 | Amazon UK Services Ltd. Amazon is guided by four principles: customer obsession, passion for invention, commitment to operational excellence, and long-term thinking. Amazon strives to be Earth’s most customer-centric company, Earth’s best employer, and Earth’s safest place to work....
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