At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to make history.
We are looking for an exceptional analyst who is passionate about the Customer Experience, service level, who has the ability to contribute major new innovations in the industry and who is a strong communicator and networker to build successful working relationships across the EU network to join us as a labour planning analyst for ROC.
The European Relay Operations Centre (ROC) is the central control team for Amazon Transportation Services, supporting both domestic and inter-country FTL transportation movements for European geographies. The team is responsible for managing daily operations and addressing any issue to ensure that trucks/vehicles arrive on time to schedule at our fulfilment centres across Europe. The ROC plays a critical role in ensuring the smooth functioning of Amazon's European transportation network and thereby has direct impact on Amazon's ability to serve customers on time.
The Labour planning analyst is responsible for ensuring ROC sites meet service levels by staffing planning, work mix blending across the ROC network.
The labour planning analyst is responsible for supporting and enhancing the performance of site/sites within his/her portfolio with respect to hourly, daily, weekly optimal staffing. The labour planning analyst will provide analytics support to site leaders which will allow them to track site performance against the service level. He/She will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. The labour planning analyst should also react to changes in daily/weekly/Monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels. The successful candidate will be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment.
The Labour planning analyst will be able to demonstrate exceptional customer experience, a high level of dedication, enthusiasm, and motivation and an ability to manage communication and relations with multiple stakeholders including but not limited to Site Operations team.
Primary Job Functions: • Create and accurately maintain weekly, daily labour plan ensuring that shifts are optimally planned to meet the sites short term forecast requirements Service Levels. • Monitoring actual staffing levels against plan and proposing the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes to improve service levels. • Plan and monitor associates attendance and holiday uptake • Effectively plan non-productive activities • Monitor adherence to AHT (Average Handling Time) • Maintain skill matrix for the site, Seating Plan for site • Connect and network with all relevant stake-holders, including but not limited to operations management, process improvement/program management teams. • Work with the Labour planning team to drive consistency and automation of the process. • Support Labour planned and Operations manager by maintaining accurate records of planned and required headcount in each of the skills week over week. Keeps track of skills wise movements and Attrition to support Operations in making decisions about internal movements/Job postings and Hiring plan. • Responsible for Automating and maintaining reports to be used in reporting on service level misses. Also, automates tool that will enable completion of root cause analysis and production of corrective action plans for SL misses