Workforce Management Expert
5 days ago
About Amazon
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience Amazon.com continues to grow and evolve as a world-class e-commerce platform.
The Seller Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. Our goal is to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
We are looking for an exceptional Workforce Management (WFM) Real Time Adherence Analyst who will play a key role in ensuring service levels are met across multiple sites. The ideal candidate will possess experience in typical workforce management disciplines: Scheduling, Real Time Monitoring, proficient reporting skills, and experience optimizing manpower in contact center environments.
Key Responsibilities:
- Monitor queue performance and take actions to resolve or reduce service level impacting issues.
- Compare staffing to forecast requirements and make adjustments as needed.
- Use data to identify root cause and recommend resolving actions.
- Coordinate with outsourced service providers daily to ensure staffing performance is meeting or exceeding acceptable standards.
- Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority.
- Provide feedback, analysis and reporting of relevant trends, such as call performance stats, call arrival patterns, staff productivity, attrition rates and resource allocation.
BASIC QUALIFICATIONS:
- Bachelor's degree or equivalent.
- 3+ years of program or project management experience.
- Experience in a highly analytical, results-oriented environment with cross functional interactions.
- Knowledge of Excel at an intermediate level.
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
PREFERRED QUALIFICATIONS:
- Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field.
- Knowledge of Microsoft Excel at an advanced level.
Location
Positions may be located in any of the following locations: BLR or HYD Onsite
Salary
We offer a competitive salary range of $80,000 - $110,000 per year, depending on experience.
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