CS Capacity Planner Outsourcing Specialist

1 month ago

Edinburgh, Edinburgh, United Kingdom Amazon UK Services Ltd. Full time
About the Role

We are seeking an exceptional Capacity Planning Specialist to join our team at Amazon UK Services Ltd. As a key member of our Capacity Planning Global Outsourcing (GOCP) team, you will play a critical role in engineering the most flexible and reliable customer service network, scalable and efficient.

Key Responsibilities:

  • Manage the Global Outsourcing (GO) capacity planning for Europe Network by working closely with partner network to manage the long-term/short-term capacity planning processes for GO.
  • Collaborate and closely communicate with GO Vendor Management team, Headcount Planning, Capacity Planning, GO Finance and program teams to ensure smooth execution of capacity planning processes.
  • Build optimal contact volume allocation plan for the outsourcing partner network 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. Clearly communicate dependencies and manage/track expectations.
  • Manage the reporting and analysis of daily, weekly, and monthly reporting of key performance indicators for Europe GO.
  • Clearly communicate dependencies to the right stakeholders and manage/track expectations.
  • Participate in global customer service initiatives and project roll outs to cater to growing business needs.
  • Contribute to the automation and standardisation projects within the Worldwide Capacity Planning organisation.

About the Team:

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

What We're Looking For:

  • Senior experience in Capacity Planning or related field
  • Experience in business or financial analysis experience
  • Advanced Excel and big data experience
  • Excellent communication (verbal and written) and interpersonal skills and an ability to effectively communicate with both business and technical teams.
  • 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 to automate tools whenever appropriate
  • Lean-Six Sigma Black Belt
  • Ability to deal with ambiguity and competing objectives in a fast paced environment while delivering results

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