EU Customer Service Capacity Planner in Ireland, United Kingdom

at Amazon

Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female
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Job Description

This role can be based within our CS teams in either Cork (Ireland) Edinburgh (United Kingdom), Cagliari (Italy) Luxembourg or Regensburg (Germany)

Deliverables/ Scope:

  • Responsible for delivery and creation of EU network optimization capacity and staffing models for 1-4 year window. Provide guidance and scenario models to CS Management team on Capacity outlook going forward
  • Support capacity & operations planning for all EU CS operations
  • Investigate action plans where the projected seating needs exceed the capacity at CS sites
  • Owner and driver of CS short term and long term forecasting of contacts and staff planning for the business
  • Lead weekly head-count and contact forecast planning meeting with CS Management team
  • Produce Capacity planning metrics on a daily, weekly, monthly basis including the identification of changes in operational performance to planned goals.
  • Responsible for completing dive deeps and complex analysis to understand variances to planned metrics.
  • Responsible for the maintenance and updating of a number key monthly CS metric bridges.
  • Drive and deliver CS bi-yearly operational planning process, addressing and identifying risks and opportunities for CS
  • Evaluate and implement opportunities for improving forecast accuracy and automation of the forecasting process
  • Collaborate closely with US teams for adaptation and creation of reporting, forecasting and staffing model.
  • Apply and share best practices from and with US counterparts
  • Work with the Finance and CS to develop and generate operational targets and participate in the planning effort
  • Work in a cross-functional environment, and maintain strong communication processes to ensure smooth and efficient flow of accurate information across EU and wider teams
  • Produce regular reports and analysis. Write systems queries to gather historical data, and perform data-mining and analysis using tools including MS Excel, MS Access, Cognos and MySQL to identify trends and develop forecasts, as well as identify opportunities for contact reductions and improvements.



  • Proficiency with quantitative analysis and database skills required. Experience in analysis and modelling of business processes
  • Ideas-driven and creative in finding solutions/ designing improved methods, systems and processes
  • Strong communication, interpersonal and problem-solving skills
  • Attention to detail and high capability for data mining and analytical work
  • High level of flexibility and enthusiasm for continuous innovation
  • Strong bias for action and ability to prioritize with a hands-on attitude
  • Strong ability to interpret and draw conclusions from data
  • Technical Expertise- in-depth knowledge of planning and analysis tools; solution  driven approach to system and process; advanced computer literacy. (MS Excel, MS Access/other Database, proficiency in SQL and MySQL database set-up)
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