Workforce Management

Found in: Talent UK C2 - 2 weeks ago

Edinburgh, United Kingdom Amazon UK Services Ltd. Full time
Job summary
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. These schedules will deliver an intra-day staffing supply that fully meets the customer demand requirements. 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.

The successful candidate will be based in our Edinburgh (GBR) or Cork (IRE) CS offices

Key job responsibilities

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. An in-depth understanding of WFM tools would be really beneficial to the role.
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.

A day in the life
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 will work in close partnership with your Operational stakeholders from Team Managers to Site Leaders to ensure required metrics are achieved, whilst simultaneously balancing the requirements of the business with the experience of our associates. 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.

About the team
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 team consists of more than 60 team members located in nine countries globally. 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.

We are open to hiring candidates to work out of one of the following locations:

Edinburgh, SCB, GBR

BASIC QUALIFICATIONS

- 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
- High attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified
- 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

PREFERRED QUALIFICATIONS

- Bachelor's degree or equivalent
- Experience using very large datasets
- Experience with SQL or ETL

  • Global Lead

    3 days ago

    Edinburgh, United Kingdom JPMorgan Chase & Co Full time

    **JOB DESCRIPTION** Job Summary** As an Executive Director - Workforce Management, Governance, and Reporting, you will be heading up our Workforce Management, Governance and Reporting teams focusing on ownership, enhancement and execution of end-to-end strategy and governance through design and delivery of an efficient operating model servicing multiple...

  • Workforce Management Specialist

    4 hours ago

    Edinburgh, United Kingdom Trip.com Group Full time

    **Location: Edinburgh** **About Us** **Key Roles and Responsibilities** - Support to achieve service level and efficiency targets from Work Force Management perspective - Real-time monitoring of service level and providing suggestions to service team - Drive day to day activities to ensure the demand, resource and real time management is effective - Work...

  • Organisation & Workforce Design Consultant

    7 days ago

    Edinburgh, United Kingdom NatWest Group Full time

    Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom. Join us as an Organisation & Workforce Design Consultant - This is an...

  • Workforce Planning Lead

    Found in: Talent UK 2 C2 - 2 days ago

    Edinburgh, United Kingdom East Ayrshire Council Full time

    Job Description To lead, co-ordinate and facilitate workforce planning and development in collaboration with service colleagues ensuring the Health & Social Care Partnership (H&SCP) has a workforce plan that sustains the current and future delivery of integrated health and social care for the people who use services and their carers, as part of the...

  • Workforce Management

    Found in: Talent UK C2 - 2 weeks ago

    Edinburgh, United Kingdom Amazon UK Services Ltd. Full time

    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...

  • Resource Manager

    3 days ago

    Edinburgh, United Kingdom NatWest CWS Full time

    We are AMS. We are a global total workforce solutions firm; we enable organisations to thrive in an age of constant change by building, re-shaping, and optimising workforces. Our Contingent Workforce Solutions (CWS) is one of our service offerings; we actas an extension of our clients' recruitment team and provide professional interim and temporary...

  • Business Project Manager

    4 days ago

    Edinburgh, United Kingdom AMS CWS Full time

    We are AMS. We are a global total workforce solutions firm; we enable organisations to thrive in an age of constant change by building, re-shaping, and optimising workforces. Our Contingent Workforce Solutions (CWS) is one of our service offerings; we act as an extension of our clients' recruitment team and provide professional interim and temporary...

  • Senior PMO Manager

    1 week ago

    Edinburgh, United Kingdom AMS CWS Full time

    We are AMS. We are a global total workforce solutions firm; we enable organisations to thrive in an age of constant change by building, re-shaping, and optimising workforces. Our Contingent Workforce Solutions (CWS) is one of our service offerings; we act as an extension of our clients' recruitment team and provide professional interim and temporary...

  • Clinical Nurse Manager

    Found in: Talent UK C2 - 2 weeks ago

    Edinburgh, United Kingdom NHS Scotland Full time

    Royal Victoria Hospital NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society. ...

  • Management Accountant

    Found in: beBee S GB - 3 weeks ago

    Edinburgh, United Kingdom Nhs Scotland Full time

    Location: Agile workingOur Vision for NHS Fife is that everyone is able to live longer, healthier lives at home, or in a homely setting. We will have a healthcare system with integrated health and social care, and a focus on prevention, anticipation and supported self management. Thank you for your interest in our Management Accountant role supporting our...

  • Business Readiness Manager

    4 days ago

    Edinburgh, United Kingdom M&G CWS Full time

    AMS is the world's leading provider of Talent Acquisition and Management Services. Our contingent Workforce Solutions (CWS) service partner with M&G to support contingent recruitment processes. On behalf of M&G, AMS are looking for a Business Readiness Manager, an initial 6-month contract based in Stirling or Edinburgh click apply for full job details

  • Business Readiness Manager

    Found in: beBee S GB - 6 days ago

    Edinburgh, United Kingdom M&G CWS Remote Work Freelance Full time

    AMS is the world's leading provider of Talent Acquisition and Management Services. Our contingent Workforce Solutions (CWS) service partner with M&G to support contingent recruitment processes. On behalf of M&G, AMS are looking for a Business Readiness Manager, an initial 6-month contract based in Stirling or Edinburgh click apply for full job details

  • Business Readiness Manager

    2 days ago

    Edinburgh, United Kingdom M&G CWS Full time

    AMS is the world's leading provider of Talent Acquisition and Management Services. Our contingent Workforce Solutions (CWS) service partner with M&G to support contingent recruitment processes. On behalf of M&G, AMS are looking for a Business Readiness Manager , an initial 6-month contract based in Stirling or Edinburgh click apply for full job...

  • Business Readiness Manager

    2 weeks ago

    Edinburgh, United Kingdom M&G CWS Full time

    AMS is the world's leading provider of Talent Acquisition and Management Services. Our contingent Workforce Solutions (CWS) service partner with M&G to support contingent recruitment processes. On behalf of M&G, AMS are looking for a Business Readiness Manager, an initial 6-month contract based in Stirling or Edinburgh. It is a hybrid model.M&G have a vision...

  • Subcontracts Manager

    Found in: Talent UK 2 C2 - 1 week ago

    Edinburgh, United Kingdom First Recruitment Group Full time

    Subcontracts Manager Permanent Staff Milton Keynes/ Central London - Hybrid working set up Oil & Gas sector Do you have a strong background within Subcontracts and are on the lookout for your next opportunity? A Subcontracts Manager is required to work on a permanent staff basis for a large Energy company that will offer the flexibility to work on a...

  • Finance Manager

    23 hours ago

    Edinburgh, United Kingdom Meraki Talent Limited Full time

    Meraki Talent are engaged on an excellent permanent Finance Manager role based in Edinburgh with outstanding flexible working paying £60,000 plus a competitive benefits package. **The Company** This business is renowned for leading several sectors but isn’t content with resting on laurels as it constantly looks to remain tip of the sword through...

  • Identity Management Consultant

    Found in: Appcast UK C C2 - 1 week ago

    Edinburgh, United Kingdom Lorien Full time

    Identity and Access Architect / Engineer – Edinburgh or Glasgow - 9 Month ContractLorien’s Public Sector client are currently recruiting for a Business Architect to join on a 9 month initial contract, inside IR35.The successful candidate will have the following skills/knowledge:Okta Workforce Identity Cloud – be experienced with all aspects of Okta...

  • Identity Management Consultant

    Found in: beBee S GB - 6 days ago

    Edinburgh, United Kingdom Lorien Full time

    Identity and Access Architect / Engineer – Edinburgh or Glasgow - 9 Month ContractScroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect.Lorien’s Public Sector client are currently recruiting for a Business Architect to join on a 9 month initial contract, inside IR35.The successful candidate...

  • Identity Management Consultant

    Found in: Jooble UK C2 - 6 days ago

    Edinburgh, United Kingdom Lorien Full time

    Identity and Access Architect / Engineer – Edinburgh or Glasgow - 9 Month Contract Lorien’s Public Sector client are currently recruiting for a Business Architect to join on a 9 month initial contract, inside IR35. The successful candidate will have the following skills/knowledge: Okta Workforce Identity Cloud – be experienced with all aspects of...

  • Identity Management Consultant

    Found in: Talent UK 2A C2 - 7 days ago

    Edinburgh, United Kingdom Lorien Full time

    Identity and Access Architect / Engineer – Edinburgh or Glasgow - 9 Month ContractLorien’s Public Sector client are currently recruiting for a Business Architect to join on a 9 month initial contract, inside IR35.The successful candidate will have the following skills/knowledge:Okta Workforce Identity Cloud – be experienced with all aspects of Okta...