At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional analyst who is passionate in improving customer experience, who thinks/acts globally, and who has the ability to contribute newer innovations in the industry to join us as a Workflow Analyst. The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The Sr. Analyst, WFM is responsible for ensuring multiple CS sites meet service levels by future and real-time staffing planning, work mix blending and call queue adjustments, and overall management of workflow across the CS network. Apart from this, they will also be handling cross skill planning and execution smoothly by working closely with the operations teams. Sr. Analyst, WFM is responsible for supporting and enhancing the performance of the site with respect to optimal staffing of Customer Advocates. The Sr. Analyst, WFM is primarily responsible for creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for the site. The Sr. Analyst, WFM will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. Workflow Sr. Analyst should also react to changes in daily/weekly/Monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels. The successful candidate will be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment. They will be able to demonstrate exceptional customer experience, a high level of dedication, enthusiasm, and motivation and an ability to manage communication and relations with multiple stakeholders including but not limited to Site Operations, Capacity planning teams, Facilities team like IT and Transportation, HR and ERC (Employee Resource Center) team, Training team and workflow teams from other Internal and Outsourcing sites. Primary Job Functions:
· Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting.
· Responsible for the assignment of tasks to the operation by optimizing the usage of workforce.
· Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition).
· Work with operational and support teams to effectively plan short term non-productive time.
· Work closely with data, associates and team managers to pro-actively identify issues and take appropriate actions to minimize impact.
· Assist the development of Workforce Management and Scheduling systems by partnering with in-house technology teams.
· Running “what if” scenarios for associate staffing and make proper use of statistical tools.
· Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.
· Lead and participate in global projects and initiatives. He / She will own providing optimal solutions for upcoming initiatives.
· Proactively identify service improvement opportunities and ensure continuous improvement within Capacity Planning across strategic and tactical forecasting, advisor scheduling, metric reporting and real-time delivery.