eBay Capacity Planning Analyst in Germany

Requisition No.: 125075BR

Subsidiary: Marketplaces

Primary Job Responsibilities: Workforce Operations (WFO) is the organization within eBay’s Global Customer Operations that plans and manages all customer support staffing worldwide.Capacity planning analysts take our volume forecast and incorporate estimates of future productivity (handling time, occupancy, shrinkage, and other factors), then produce a detailed plan for staffing requirements. Within Europe, the team is focused primarily on managing staffing at outsourced partners to support buyers and sellers in seven European languages.About eBay:With over 150 million active buyers globally, eBay is one of the world's largest online marketplaces, where practically anyone can buy and sell practically anything. Founded in 1995, eBay connects a diverse and passionate community of individual buyers and sellers, as well as small and large businesses. Our collective impact on ecommerce is staggering, with more than 700 million items listed on eBay at any time.About Workforce Operations and Capacity Planning:Workforce Operations is the organization within eBay’s Global Customer Operations that plans and manages all customer support staffing worldwide. Within WFO, there are four global teams which work closely together to ensure that eBay customers receive the best possible standard of customer service.•Forecasting: this team is responsible for assessing planned company initiatives and forecasting the expected level of customer contacts•Capacity planning: taking the volume forecast and incorporating estimates of future productivity (handling time, occupancy, shrinkage, and other factors), this team produces a detailed plan for staffing requirements. Within Europe, the team is focused primarily on managing staffing at outsourced partners to support buyers and sellers in seven European languages.•Short term planning: from the capacity plan, the short term planning team creates detailed team mate schedules to meet service level goals.•Real-time management: monitors service performance on a live real-time basis, making adjustments as necessary to ensure business continuity and schedule adherence.

Job Requirements:

Capacity Planning Analyst Position:

  • The Capacity Planning Analyst is involved in planning, process management, improvement and business partnerships, as well as in special and additional analysis as needed.Spotting new trends and reporting on metrics only scratches the surface of what our data science and analysts do each day. Here, you can identify new opportunities to make a global impact. Gain insights from raw data and leverage the information for future growth. Work closely with a variety of teams and be a part of the re-invention of the commerce industry. Planning:

  • Analysing and understanding productivity, shrink, occupancy, attrition and staffing trends

  • Develop a short, mid and long-term forecast based on our service delivery strategy

  • Develop the weekly staff group level planning forecast including productivity, shrink, attrition, full-time employee (FTE) requirements, capacity and staffing metrics

  • Implement forecast assumptions in a global planning model

  • Partner with recruiting, training and Partner Management insuring plans are executable

  • Proactively determine risk and opportunities through scenario analysis

  • Provide variance analysis of capacity forecast vs. prior Outsource Lock, Financial Forecast, Budget and Various Scenarios Process management and improvement:

  • Implement continuous improvements in planning including opportunities to streamline and automate

  • Design, develop and implement transparent expectations with forecasting/planning and short-term planning/scheduling Business partnership:

  • Build and maintain close partnerships with the Customer Experience Team

  • Proactively identify and implement opportunities to reduce costs and/or improve the customer experience in the Global Services Delivery (GSD) Organization

  • Preparing and presenting forecasts to Customer Experience Leadership teams in playbook meetings including updates on key initiatives, opportunities and risks Special analysis:

  • Prepare executive summaries of staffing risks and opportunities

  • Additional analysis as needed

Last Updated: 22-Nov-2016