Headcount Planner, Eu Consumer Hcp Team

Job Title: Headcount Planner Location: Amazon Italia Customer Services Srl - B77 Job ID: 2670631 Job Description Amazon's Customer Service (CS) planning department, Worldwide Capacity Planning, is seeking an experienced Headcount Planner to join the EU CS Headcount Planning (EU CS HCP) team.
The team is responsible for long-term operational contact centre headcount planning for multi-site, worldwide, internal and outsourced CS sites.
This role is ideal for an experienced contact centre planner with a capacity planning background.
Key Responsibilities: Create and deliver long-term capacity plans against forecasts within a 1-4 year window.
Lead strategic and tactical discussions with business partners to optimize plans and ensure flexibility for peak planning.
Foster customer-centric plans that balance customer and CSA experience with cost optimization.
Collaborate with senior operational leaders to present long-term plans and gain buy-in for network strategy.
Produce regular reporting and analysis to shape strategic decision-making for operational plans.
A Day in the Life: Weekly, monthly, quarterly, and annual cycles for plan delivery.
Work on projects to automate processes, standardize ways of working, and build new tools.
Collaborate with business partner teams to solve customer and people problems.
Basic Qualifications: Experience in planning for contact centers across multiple sites and countries.
Degree in statistics, engineering, mathematics, economics, or relevant discipline.
Ability to work efficiently in a dynamic and ambiguous environment with analytical rigor and judgment.
Excellent verbal and written communication skills.
Proficiency in Microsoft Excel and experience dealing with large data sets.
Experience with SQL and VBA.
Preferred Qualifications: Experience in various WFM planning tools.
Application of data mining/machine learning algorithms.
Experience with large-scale optimization and predictive models.
Some programming experience to automate tools.
Operations management experience is a plus.
Commitment to exceptional customer experience and driving positive change.
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