Workflow Analyst I

Prior experience as WF Associate for Customer Service
- Proven at least 6 months of experience in Workflow, workforce departments or relevant departments
- Minimum of +1 year working in Amazon.
- High level of computer literacy with advanced Excel skills.
- Advance written and verbal skills in English.
- Excellent analytical, investigative and problem solving skills.
- Excellent listening skills.
- Ability to provide sound advice and effective communications, creating and delivering the right messages to the right audiences in the right way at the right time.
- Ability to build and maintain effective working relationships with a range of people at all levels in the organization, often in virtual teams spread across multiple time zones.
- Excellent planning, organizational and time management skills with the ability to deal with multiple demands on time.
- Strong teamwork skills in conjunction with utilizing your own initiative.
- Strong bias for action and ability to priorities with a hands-on attitude.
- Enthusiasm for continuous improvement and change.
- Innovative and creative in finding solutions/ designing improved methods, systems and processes.
- Attention to detail and high capability for data mining and analytical work.
- Ability to push back, foresee potential issues, and advocate for relentless improvement.
- Ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change will be necessary.
- Understanding of workforce management programs and ACD (Automated Call Distribution) systems.
- SQL experience preferable.
- Six Sigma experience as Green Belt or experience on process improvement and standardization.
- 3+ years of Workforce Management experience in a call center environment is preferred