Workflow Analyst, Trust

4 weeks ago

Bengaluru, India ADCI - Karnataka Full time
Prime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Are you excited about launching content on Prime Video and holding key impact on helping our business scale? 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 Prime Video Trust & Safety.
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 compliance workflows, ensures on-time delivery of compliance activities, creates and adopts standard work methodology for daily work to reduce re-work, manual work, error identification time and waste. He/she must clearly communicate to all stakeholders’ timelines, description of service quality, risks, and resources needed.

Key job responsibilities
• Real-time monitoring & reporting of Schedule deviations and schedule non-adherence;
•Create, run and execute SQL queries for large data sets analysis.
• Allocate workflow titles across multiple sites globally and programs;
• Work on real-time tickets related to work allocation to maximize utilization;
• Prepare and communicate daily handoff report to WFM leadership team on SL performance;
• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained;
• Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership;
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals;
• Communicate and callout changes to incoming contact patterns to operations and the WFM team
• Have a real time communication with the WFM team and operations when callouts or changes need to be done;
• Support changes within routing of the skills or profiles;
• Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis.

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

Bangalore, KA, IND

BASIC QUALIFICATIONS

- 1+ years of tax, finance or a related analytical field experience
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL or ETL
- Analytical, numerical and mathematical skills;
- Written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers, as well as ability in making real-time effective decisions in uncertain and ambiguous circumstances;
- Demonstrated ability to communicate effectively in a multi-cultural environment;
- 1+ years of experience in workforce management or real time capacity planning;
- Must be open to working weekends as part of normal schedule and may require early morning, evenings, and overnight shifts.

PREFERRED QUALIFICATIONS

- Proven expertise knowledge with Quicksight and Macros;
- 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 Operations or Contact Center Management.

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