Senior Workflow Analyst, Workflow

1 month ago

hyderabad, India ADCI HYD 20 SEZ Full time
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 about raising the performance bar, who can work closely with multiple stakeholders in different geographies, and who has the ability to drive new innovations in the customer service industry to join us in Worldwide Capacity Planning team. The ideal candidate will possess both an analytical background that enables him/her to manage global network planning, and a demonstrated ability to think broadly and strategically about customer service initiatives. She/he will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
Key job responsibilities
1. Responsible for supporting and enhancing the performance of the site with respect to optimal staffing
2. Responsible for creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for the site.
3. 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.
4. Work closely with data to proactively identify issues and take appropriate actions to minimize impact.
5. Coordinate with WWCP team to accurately represent site capacity and future strategy
6. Work as POC to support Global WF standardization project launch locally to improve efficiency.
7. Contribute to World-wide workflow projects, like standardization work stream (Tools /report/process and etc.).
8. Coordinate with Operations at network level with resolve the constraint and proactively engage resources by cooperating with CPA, HCP and etc. for long term process.
9. Work with different business stakeholders and different sites/regions on details to balance resource(shift/cross-support mode) at network level.
10. Owner/co-owner for flexibility and efficiency related initiatives/goals at the site and be responsible for initiating best practices sharing at a global level
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND

BASIC QUALIFICATIONS

- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience in working with MS Excel, VBA, SQL, Data Warehouse or business intelligence systems.
- Automation skills and experience of working on BI/automation.

PREFERRED QUALIFICATIONS

- Experience with the Workforce Management tools
- Automation skills and experience of working on BI/automation.
- Experience in managing programs/processes in high-volume, scalable environments
- Ability to handle business continuity plans
- Ability to work in a global environment and interact with global stakeholders.
- A history of teamwork and willingness to roll up one’s sleeves to get the job done.
- Innovative and creative in finding solutions/ designing improved methods, systems and processes
- Ability to deflect decisions with data points, foresee potential issues, and advocate relentlessly for improvement

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