Comfort/experience communicating and influencing across job levels with both internal and external partners is a must.- 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.- Excellent analytical and mathematical skills.- Strong command of Excel and other MS Office programs.- Bachelor's Degree in a quantitative field (engineering, economics, math, statistics) or at least 3 years of relevant work experience.Job summaryWe are currently looking for a Workflow Analyst to join our team.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.The Workflow Analyst is responsible for ensuring multiple 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 network. The Workflow Analyst serves as a resource, advisor, and close working partner with our Site Leader, Operation Managers, Team Leads, Workflow Analysts and Operations Teams at other sites, and Capacity Planning.The Workflow Analyst's primary responsibility is to ensure daily service levels in all Operational Units by working closely with Worldwide Capacity Planning, local site leadership, and other sites' leadership teams. This includes but is not limited to identifying and mitigating emerging risks and assisting in potential plans for service level recovery.Other primary duties include coordinating site staffing needs, including the reporting and analysis of site head count numbers per Operational Unit, coordinating various cross-training opportunities, placement of new hire associates, and managing multiple site-wide and team shift bid processes.Other secondary roles include developing/maintaining a series of workflow related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Shifts, Overtime), and driving special projects designed to maximize efficiency and increase production and quality.To positively represent Site in the network as an engaged and active team member in achieving service level and productivity goals. To ensure we are efficient and prudent in the utilization of our staff by working alongside all levels of the site and network leadership teams. To effectively manage the needs of our external customers while balancing the needs of our internal customers. To make data-driven decisions in all of our processes and work expectations.Key job responsibilities- Ensuring daily service levels in all Operational Units.- Coordinating site staffing needs, including the reporting of site headcount numbers by shift and Operational Unit.- Coordinating various cross-training opportunities.- Placement of new hire associates and individual shift changes.- Identifying workflow headcount deficiencies and overages thus driving overtime hours and Voluntary Time Off as needed.- Driving special projects designed to maximize efficiency and increase production and quality.Bachelor's Degree in a quantitative field (engineering, economics, math, statistics) or at least 3 years of relevant work experience.
