Job Details:
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 Customer Services 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...
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