Strategic Workforce Specialist for Amazon's Global Command Center
3 weeks ago
Company Overview
Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community, is seeking a motivated individual to join its workforce.
Job Description
We are looking for someone with a passion for customers, exceptional communication skills, and a logical mindset with a supreme attention to detail. As a Strategic Workforce Specialist for Amazon’s Global Command Center, you will be responsible for real-time monitoring of all network skills, emergency message posting, priority queue setup, and occupancy management.
Key Responsibilities
- Real-time monitoring of network skills, including SL, volume offered/incoming/handled vs. STF/commit, outsourcing percentage, age and size of email backlogs, missed contacts, calls in queue, and wait time.
- Emergency message posting.
- Priority queue (PQ) / Visibility Threshold (VT) / Preserve Avail (PA) setup based on SL and occupancy performance.
- Occupancy Management, including VTO decisions, NPT approvals.
- Manage AUX states/non-adherence and escalate to Planning & Vendor teams.
- Intraday Reporting, including callouts.
- Write root case analysis (RCA) of any service failure.
- Maintain constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.
- Identify irregularities affecting SL and candidate experience, notify stakeholders, and advise on required mitigation actions.
- Thorough understanding of queues/routing profile and perform skill blending and profile modification when required.
- Review existing SOPs and prepare new SOPs to document learnings from each incident and daily event.
Benefits
This role offers a competitive salary of $85,000 - $110,000 per year, depending on location and experience. Additional benefits include a comprehensive health insurance plan, 401(k) matching program, and opportunities for professional growth and development.
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