At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd 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 in improving customer experience, who thinks/acts globally, and who has the ability to contribute newer innovations in the industry to join us as a Workflow Analyst. The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
The Analyst, WFM is responsible for ensuring multiple CS sites meet service levels by future and real-time staffing planning, work mix blending and call queue adjustments, and overall management of workflow across the CS network. Apart from this, they will also be handling cross skill planning and execution smoothly by working closely with the operations teams.
Analyst, WFM is responsible for supporting and enhancing the performance of the site with respect to optimal staffing of Customer Advocates. The Sr. Analyst, WFM is primarily responsible for creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for the site. The Analyst, WFM will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. Workflow 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. They 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, Capacity planning teams, Facilities team like IT and Transportation, HR and ERC (Employee Resource Center) team, Training team and workflow teams from other Internal and Outsourcing sites.
· Expertise in Microsoft Excel (Formulae, Pivot Tables, Macros, etc.)
· Excellent planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity
· Advanced analytical skills and should provide analysis support on project
· Innovative and creative in finding solutions/ designing improved methods, systems and processes
· High attention to detail and ability to deep dive Identify root causes of variance and to execute solutions.
· Ability to provide sound advice and effective communication with stakeholders, Should have interest & Ability to work on process-improvements initiatives and projects
· Data mining skills to enable advanced data mining from databases using SQL or preparing and Maintaining databases using MS Access
· Understanding of workforce management programs
