Senior Workflow Analyst at Amazon

Job description

Key Expectations Of The AWS Sr. Workflow Analyst Include

• Supports the site management team by optimizing the staffing requirements that fit site’s needs
• Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur
• Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team
• Mitigates capacity risks of that site by managing dependencies across multiple operating units. Clearly communicate dependencies to the site lead and manage/track exceptions
• Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site
• Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g., service level)
• Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding to the best workflow management practices
• Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site
• 3+ years of experience in customer support operations
• 3+ years’ experience in analysis or workflow management
• Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long lasting initiatives
• Experience building and analyzing models using various statistical tools for forecasting and optimization
• Excellent analytical and mathematical skills
• Strong command of Excel and other MS Office programs
• Ability to communicate effective in English (verbally and written)
• statistics), business or equivalent
• MBA preferred
• Database related experience and be able to write complex SQL queries
• Previous experience owning the scheduling of engineersagents in a customer support environment
• Basic/Working knowledge of Six Sigma tools and Lean techniques
• Operations Research or Capacity Planning experience is strongly preferred