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CS Capacity Planner Outsourcing ID-13087

Amazon.com is an equal opportunity employer and strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.

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At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. Amazon Worldwide Capacity Planning is looking for an exceptional analyst who is passionate about raising the performance bar, can work closely with multiple stakeholders in different geographies, and has the ability to drive new innovations in the customer service industry.

Key job responsibilities

The successful candidate will work in lock-step with multiple business teams, CS Operations, Global Outsourcing, Program Management and CS Finance. They will:

  • Manage the Global Outsourcing (GO) capacity planning for Europe Network by working closely with partner network to manage the long-term/short-term capacity planning processes for GO.

  • Collaborate and closely communicate with GO Vendor Management team, Headcount Planning, Capacity Planning, GO Finance and program teams to ensure smooth execution of capacity planning processes.

  • Build optimal contact volume allocation plan for the outsourcing partner network by managing trade-offs between quality, productivity, and cost.

  • Coordinate with internal and outsourcing network operation teams to meet business service levels.

  • Mitigate capacity risks by managing dependencies across multiple sites and geographies. Clearly communicate dependencies and manage/track expectations.

  • Manage the reporting and analysis of daily, weekly, and monthly reporting of key performance indicators for Europe GO.

  • Clearly communicate dependencies to the right stakeholders and manage/track expectations.

  • Participate in global customer service initiatives and project roll outs to cater to growing business needs.

  • Contribute to the automation and standardisation projects within the Worldwide Capacity Planning organisation.

About the team

In Capacity Planning Global Outsourcing (GOCP), our vision is to engineer the most flexible and reliable customer service network, that is scalable and efficient. GOCP’s mission is to constantly enable best customer experience through strategic planning, engineering reliability and partnering with the world’s largest outsourced customer service network.

Basic Qualifications

• Senior experience in Capacity Planning or related field

• Experience in business or financial analysis experience

• Advanced Excel and big data experience

• Excellent communication (verbal and written) and interpersonal skills and an ability to effectively communicate with both business and technical teams.

• Proven problem solving skills, project management skills, attention to detail, and exceptional organizational skills

Preferred Qualifications

• Bachelor's degree in mathematics, statistics, computer science, engineering, economics or related field

• Operations research or BPO experience

• Experience working with supply chain planning or customer service planning function/ tools.

• Some programming experience is a plus to automate tools whenever appropriate

• Lean-Six Sigma Black Belt

• Ability to deal with ambiguity and competing objectives in a fast paced environment while delivering results

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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