Capacity Planning Analyst in Virtual Location-UK, United Kingdom

We are looking for a highly motivated individual with experience in Contact Center resource planning, who possesses a clear understanding of Contact Center dynamics and excellent communication skills. We are looking for someone who can demonstrate an advanced level of analytical skills.

Experience of working with a workforce management tool is essential, whilst experience of working with database and reporting tools is also required.

An advanced level knowledge of Microsoft Excel is essential, whilst a good working knowledge of Microsoft Access is also preferable.

Responsibilities will include

  • Planning and monitoring the operational performance to ensure that Amazon meet their objectives for managing customer contact

  • Maintaining standardized Capacity Plans, including tracking the productivity and performance figures for all regions within EU

  • Be proactive in highlighting opportunities to enhance operational efficiency

  • Effectively communicate with key decision-makers on resource planning issues

    • Understand and promote principles of Resource Planning within Amazon

The role requires the right individual to

  • Provide added value contact center information, to enable operational managers to make effective decisions

    • Communicate effectively with Senior Management

    • Collating the data that is required to produce cost effective resource models

    • Identify potential performance issues/opportunities

    • Be innovative in making cost effective recommendations

    • Improve the strong link between Resource Planning and Operational Management

    • Understand the Amazon Seller Support contact handling strategy

    • Provide a high degree of flexibility both in terms of personal outlook/attitude and workload/tasks

  • Support cross-section processes and procedures

Required skills:

3+ years’ experience of working in multi-channel and multi-site contact centres

Experience of working across European locations with remote teams

Preferred skills:

  • additional languages are preferred, but not required

AMZR Req ID: 549339

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