DESCRIPTION

Job summary
Amazon EU SARL is looking for a leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry. As our Manager, EU Customer Service Workforce Planning and Execution, you will create and deliver a cost effective and comprehensive short-term workforce planning and execution solution for our EU Customer Service network. The ideal candidate will possess a strong analytical background that enables him/her to analyze and optimize CS network, standardize work processes, and lean experience. The candidate will be required to enhance workflow/workforce management initiatives, including shift planning and scheduling. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring use of data collection and analysis. The successful candidate possesses superb business judgment, with a track record of successful relationship management, with experience generating and managing plans, reports, and analyses. The position requires an individual who can work autonomously and collaboratively in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skill.

This person is responsible for leading a team that manage a complex function within Amazon CS. He/She will deliver first class short-term planning and execution to 30-minute interval levels, shift design/scheduling of associates, achieving service level goals. They consider wider strategies concerning the routing of all customer contacts using cutting edge in-house technology and the consider the wider strategic nature of that network across the medium/long term. They will possess strong initiative, team leadership, influencing and excellent judgement, as well as the ability to attract and grow top-notch people. Recognized by both customers and other businesses for our customer service excellence, we're looking for someone with a unique blend of skills who wants to make an impact.

Key job responsibilities

The successful candidate will work in lock-step with CS Operations, Global Outsourcing,and Tech leadership. He/She will:

1. Lead the EU short-term planning/WFM team.
2. Create short-term execution plans for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
3. Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track expectations
4. Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators
5. Key Stakeholder/Influencer/Business Owner for workforce management decision support systems capabilities
6. Lead new product launches from a detailed CS interval-level staffing perspective.
7. Guide senior leaders on every aspect of short-term supply and demand topics.
8. Manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA
9. Analyze drivers of significant forecast misses to continuously improve forecasting
10. Manage a team of Analysts and Managers
11. Work on a "unique opportunity to build next generation end to end Capacity Planning and Workforce Management Platform.

About the team

EUCP are located in Edinburgh, Cork, Berlin, Regensburg, Calgliari, Rebat and Hyderabad (India). The team manage every aspect of the planning lifecycle from four years into the future to real-time management.

BASIC QUALIFICATIONS

• 5+ years Operations/Analysis/WFM/Planning experience required
• Fluency in Microsoft Excel
• High level of English communication (spoken & written)

PREFERRED QUALIFICATIONS

• Bachelor’s Degree in quantitative field (Engineering, Economics, Maths, etc) or MBA strongly preferred.
• Should be familiar with pulling data independently and doing the analysis. Some programming experience is a plus to automate tools whenever appropriate.
• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
• Excellent speaking-listening-writing skills, attention to details, proactive self-starter.
• Ability to work successfully in a dynamic, ambiguous environment.
• Ability to meet tight deadlines and prioritize workloads.
• Ability to develop new ideas and creative solutions.
• Multi-lingual proficiency a plus