About Amazon :
Amazon.com, also called Amazon, is an American electronic commerce and cloud computing company that was founded on July 5, 1994, by Jeff Bezos and is based in Seattle, Washington. It is the largest Internet-based retailer in the world by total sales and market capitalization. Amazon.com started as an online bookstore, later diversifying to sell DVDs, Blu-rays, CDs, video downloads/streaming, MP3 downloads/streaming, audiobook downloads/streaming, software, video games, electronics, apparel, furniture, food, toys, and jewelry. The company also produces consumer electronics—notably, Kindle e-readers, Fire tablets, Fire TV, and Echo—and is the world's largest provider of cloud infrastructure services (IaaS and PaaS). Amazon also sells certain low-end products like USB cables under its in-house brand AmazonBasics.
Job Description
ADS IND operations is hiring a Workflow Analyst. This person is responsible for developing and implementing network staffing and workflow models for headcount planning. He/She will also be responsible to manage workflow operations, scheduling of associates, service level goals and routing of all tasks through in-house technology. He/She will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The ideal candidate will have good project management experience as well as exposure to a complex workflow scheduling process set.
Requirements
- Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting.
- Responsible for the assignment of tasks to the operations by optimizing the usage of workforce.
- Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition) for ADS planning ensuring that all changes successfully inter-operate with existing operational processes.
- Work with operational and support teams to effectively plan short term non-productive time
- Work closely with data associates and team leads to pro-actively identify issues and take appropriate actions to minimize impact
- Assist the development of Workforce Management & Scheduling system by partnering with in-house technology teams
- Running “what-if” scenarios for associate staffing and make proper use of statistical tools.
- Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.
- Lead and participate in global ADS projects and initiatives. He/She will own providing optimal solutions for upcoming initiatives.
- Proactively identify service improvement opportunities and ensure continuous improvement within Capacity Planning across strategic and tactical forecasting, advisor scheduling, metric reporting and real-time delivery.
- Candidates with superior analytical skills in any industry are encouraged to apply.
Basic Qualifications
- Bachelor’s degree
- 3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s).
- MS Excel and/or MS Access skills required
Preferred Qualifications
- Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
- Demonstrated analytical, problem solving and decision making skills that foster developing creative solutions.
- Ability to deep dive, conduct root cause analysis and implement corrective actions.
- Flexible, people oriented and able to work in a team environment.
- Experience exercising strong oral, written, listening and interpersonal skills
- Ability to develop presentations leveraging a proficiency in MS Office.
- Excellent customer focus and bias for action.
- Prior experience in data mining and analysis in any industry.
- Prior Workflow experience in a contact center in any environment.
- Experience with the Workforce Management tools.
- Ability to develop presentations and a proficiency in MS Office suite