Capacity Planning Analyst

eBay - Dublin, Dublin

Posted 743 days ago
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This is a preview of the Capacity Planning Analyst job at eBay. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

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Job description


  • Analyse volume trends and drivers. Create statistical forecast methodologies for contact volume from various channels (phone, email, chat, referral, others)Analyse forecast variances on a regular basis and adjust models as required
  • Develop Excel models for medium- and long-term CS volume forecasts and resources planning
  • Analyse and project KPI’s (e.g. productivity) of site operations by country, staff group and channel
  • Translate volume and KPI projections into hiring plans
  • Based on gap analysis provide recommendations for most efficient resource allocation (training, HC transfers, outsourcing plans etc.)
  • Provide OS Partners with volume forecast and resource plan by staff group and channel
  • Plan outsourcing budget and financial forecast
  • Support cost controlling and provide transparency on cost development and root causes
  • This role can be either based in Dublin or Dreilinden (Berlin)
  • Analytical mind set and ability to reflect short and long term strategies in operational models
  • Self starter who can work productively with all levels in an organization and demonstrates global business understanding and perspective in considering solutions
  • Independently meets multiple deadlines and ability to handle multiple projects under pressure
  • Ability to adhere to the highest ethical standards including honesty, integrity, dedication and leadership
  • Must be a team player willing to support and accept the total quality processes and systems
  • Self-motivated, able to work with little or no supervision, demonstrates initiative, flexibility, teamwork, perseverance, maturity under pressure, and anticipates and resolves problems before they develop
  • Ability to work flexible hours and travel as and when required
  • University degree in Statistics, Mathematics, Economics or similar area
  • Strong Excel skills
  • Relevant experience in a large contact centre with a comprehensive understanding of processes and systems
  • Excellent knowledge of statistical methods, working knowledge of statistical software applications like e.g. SAS is a plus
  • Fluency in both written and verbal English is essential, multiple language capability is desirable

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