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Analyst - Global Command Center

4 months ago

Hyderabad, India ADCI HYD 13 SEZ Full time
Love data as much as we do? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify? Want to influence at Amazon? We have the career for you.

The WFS CS Planning organization owns the end-to-end workforce planning and execution of Amazon's candidate service network. Our forecasting, headcount planning, scheduling, and real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon. We are looking for people to fix the issues impacting candidate experience in real time and plan, implement/improve the new/existing processes & tools with a focus on standardization and automation of real time management processes.

GCC is the global command center for Amazon WFS CS with core responsibility of real time service level management (candidate experience) and occupancy management (cost). In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to candidate experience. With a view on continuous improvement, GCC also drives multiple projects aimed at standardization & automation of real time management processes.

We are seeking a motivated individual with a Workforce Management (WFM) background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail.

Business/Team Introduction

The Amazon Global Workforce Staffing (WFS) Organization is a critical element in bringing on talent to deliver our customer experience around the globe.

The Amazon’s Candidate Connection Services (ACCS) team is one branch of WFS which provides email, chat and phone support to candidates applying for jobs with Amazon. This customer service for candidates removes technical barriers in the hiring process, relieving local HR and Staffing teams from providing Tier 1 candidate support. Candidate Services standardizes candidate messaging and collects actionable data on candidate issues.

Key job responsibilities
- Real time monitoring of all network skills: SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time and act as an SME.
- Occupancy Management (including VTO decisions, NPT approvals).
- Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams.
- Intraday Reporting (including callouts).
- Write root case analysis (RCA) of any service failure
- Maintain constant communication with vendors, senior leadership, technology teams and other internal customers on the status of real-time metrics and candidate experience. This would involve learning various tools which are used by Operations to obtain required information when needed
- Identify irregularities that affect SL and candidate experience, notify the stakeholders and advise them on the required mitigation actions, such as moving flex capacity or minimizing agent non-productive time.
- Thorough understanding of queues / routing profile and perform skill blending and profile modification whenever required.
- Review existing SOP’s and preparing new SOP’s to document the leanings from each incident and daily event
- Effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.
- Managing IVR in real-time through situational prompts enabled directly into the contact flows or updating banner on “Contact Us” page to provide better candidate’s experience
- Lead HOOP closure due to planned (holidays) and unplanned events.
- Lead high severity incidents by running conference calls with different teams to mitigate risks to metrics, candidate experience, and associate experience. Own the communication that should go out until the issue is resolved and post-event summary to the leadership team along with impact analysis and GCC’s efforts in engaging the vendor agents for other productive tasks.
- Dive deep into data / process, identify problems and identify possible solutions. Plan and execute the identified projects by working with various teams.
- Implement an audit mechanism to ensure GCC deliverables are error-free and sent as per TAT
- Maintenance of data integrity (0% error rate) and deliver weekly, monthly and Adhoc reporting.
- Designing of queries, compiling of data, and generation of reports in MS Excel & Access.
- Charting and graphing of data for reporting purposes
- Data collection and entry as needed along with Data mining and problem solving
- Work on adhoc reports / requests

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

Hyderabad, TS, IND

BASIC QUALIFICATIONS

- Bachelor degree
- 5+ years of WFM Real time Adherence and analysis experience
- In depth knowledge of advanced excel.

PREFERRED QUALIFICATIONS

- Experience with process improvement and stakeholder management
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
- Advanced Excel skills along with Access, SQL and ETL.
- Should be able to built reporting structure to support real time monitoring
- Experience in access compliance (managing ID associated to different tools used in contact center)