Company: Amazon
Website: www.amazon.com
Eligibility: Bachelor’s Degree
Experience: 3+ yrs
Location: Chennai
Job Role: Workflow Analyst
JOB SUMMARY:
Company Profile:
There are many things to consider when deciding on your next employer. At Amazon, we offer employees the chance to work with great people on exciting projects with lots of opportunity for growth. We also provide a full range of benefits for you.
Job Description:1. Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting.
2. Responsible for the assignment of tasks to the operations by optimizing the usage of workforce.
3. Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition) for ADS planning ensuring that all changes successfully inter-operate with existing operational processes.
4. Work with operational and support teams to effectively plan short term non-productive time
5. Work closely with data associates and team leads to pro-actively identify issues and take appropriate actions to minimize impact
6. Assist the development of Workforce Management & Scheduling system by partnering with in-house technology teams
7. Running “what-if” scenarios for associate staffing and make proper use of statistical tools.
8. Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.
9. Lead and participate in global ADS projects and initiatives. He/She will own providing optimal solutions for upcoming initiatives.
Candidate Profile:
Qualifications: Bachelor’s Degree
Experience: 3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s).
Preferred Skills:
1. MS Excel and/or MS Access skills required
1. MS Excel and/or MS Access skills required
2. Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity.
3. Demonstrated analytical, problem solving and decision making skills that foster developing creative solutions.
4. Ability to deep dive, conduct root cause analysis and implement corrective actions.
5. Flexible, people oriented and able to work in a team environment.
6. Experience exercising strong oral, written, listening and interpersonal skills
7. Ability to develop presentations leveraging a proficiency in MS Office.
8. Excellent customer focus and bias for action.
9. Prior experience in data mining and analysis in any industry.
