Description

At Amazon, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated 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 leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes to join us as Workforce Analyst for SEPO Vertical.

The ideal candidate has a positive attitude and is a result oriented individual with willingness to work in a 24/7 environment. He/She should be able to clearly understand in-scope and out-scope for delivering end product or service, ensures in time delivery of product or service as per customer expectations without gold plating. Creates and adopts standard work methodology for daily work to reduce re-work, manual work, error identification time and waste. Clearly communicates to all stakeholders the Timeline, description of end product or service quality, risks and resources needed and is also able to write good narratives.

Key job responsibilities

• Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence.

• Work on real-time tickets related to profile change request, non-production request and associate GACD profile change request.

• Prepare and communicate daily handoff report to WFM leadership team on SL performance.

• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals

• Have a real time communication with the WFM team and operations when callouts or changes need to be done

We are open to hiring candidates to work out of one of the following locations:

San Jose, CRI

Basic Qualifications

· 1+ years of experience as a Workforce management /RTA

· Knowledge of managing Real time SLA, aux adherence, Shrinkage management, resource utilization

· 1+ year experience of creating reports like SLA Performance, backlog reports and sharing callouts to Leaders.

Preferred Qualifications

• Proven expertise knowledge with Aspect.

• Advanced skills using Microsoft Excel in a business environment

• Ability to prioritize and meet tight deadlines Analytical with attention to detail

• Bachelor’s degree 2+ years’ experience in Contact Center Management