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

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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