Workforce Optimization Analyst

5 hours ago


Bengaluru, Karnataka, India myGwork Full time

At myGwork, we're proud to be an inclusive employer and a member of the LGBTQ+ business community. We're seeking a highly skilled Workforce Optimization Analyst to join our team.

About Amazon

Amazon is working to become the most customer-centric company on earth. We're looking for talented individuals who share our passion for innovation and customer satisfaction.

We're searching for an exceptional leader who can deliver best-in-class Customer Experience, think and act globally, and simplify processes to join us as a Workforce Analyst for STAR Vertical.

Job Description

The ideal candidate has a positive attitude, is result-oriented, and willing to work in a 24/7 environment. They should be able to clearly understand in-scope and out-of-scope for delivering end products or services, ensure timely delivery of products or services as per customer expectations without gold plating, and create and adopt standard work methodologies for daily work to reduce re-work, manual work, error identification time, and waste.

Key Responsibilities
  • Real-time monitoring and reporting of schedule deviations like breaks, absenteeism, late login, early logout, and other schedule non-adherence.
  • Working on real-time tickets related to profile change requests, non-production requests, and associate GACD profile change requests.
  • Preparing and communicating daily handoff reports to WFM leadership teams on SL performance.
  • Recognizing and initiating escalation processes for systems outages and submitting problem tickets to the hot desk, and initiating appropriate tactics to ensure service levels are maintained.
  • Serving as primary interfaces between WFM and Site Ops leadership to establish and strengthen a positive partnership.
  • Driving real-time adherence to expected capacities against actual performances to achieve service levels and efficiency metric goals.
  • Communicating and calling out changes to incoming contact patterns to operations and the WFM team.
  • Having real-time communication with the WFM team and operations when callouts or changes need to be done.
  • Supporting changes within routing of skills or profiles.
Requirements

To succeed in this role, you'll need:

  • Analytical and mathematical skills.
  • Written and verbal communication skills to interface effectively with staff, management, and various internal and external customers.
  • Numerical and analytical skills.
  • Demonstrated ability to make real-time effective decisions in uncertain and ambiguous circumstances.
  • Demonstrated ability to communicate effectively in a multi-cultural environment.
  • 1+ years of experience as a Workforce Management/RTA.
Benefits

We offer a competitive salary of $85,000 - $110,000 per year, depending on location and experience.



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