Workflow Analyst at Amazon

Position Expectations

• Be a leader and role model in the site and an ambassador for the department
• Build short term forecasting models
• Understand call center basics (occupancy, productive to labor (PTL), shrinkage, attrition, etc.)
• Educate network population on Workflow practices
• Maintain close communication with other support teams and Program Management Teams.
• Be accountable to analyze service level performance at the network level
• Proactively react and/or escalate any blockers or risks to meeting staffing/service levels
• Maintain and analyze all Workflow reporting
• Own the management of capacity to maintain and improve productivity and occupancy levels of the network
• Tactically manage day to day workflow needs in real time
• Maintain site shrinkage reporting
• Build and maintain strong relationships with key stakeholders to ensure shared objectives are met
• Represent the site in all staffing and planning calls as appropriate
• Participate in/drive Lean initiatives through Kaizen efforts
• Ensure Workgroup Standardization guidelines are enforced
• Able to execute and own projects to completion
• Able to work in a Multiple Site, Multiple Time zone environment.
• Comfort/experience communicating and influencing across job levels with both internal and external partners
   

Basic Qualifications

• Must be in good standing with an exemplary attendance and time keeping pattern
• Must be consistently meeting performance targets in current position
• Must have completed NQF Level 4 or equivalent Qualification
• 1 year experience in scheduling, planning or other components of managing and planning workflow capacity within the Amazon Organization or experience in a leadership role in Amazon or elsewhere.
• Excellent analytical and mathematical skills
• Strong command of Excel and other MS Office programs
• Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
• Ability to push back, foresee potential issues, and advocate for relentless improvement
• Ability to easily deal with ambiguity
• Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change
• Ability to make independent, sound decisions that affect the experience of thousands of Amazon customers and hundreds of CS associates all over the globe
• Ability to communicate effectively in English (verbally and written)
   

Preferred Qualifications

• BA or BS degree in business or a related field is preferred
• SQL knowledge (Mysql, TSQL, Oracle)
• Have previous experience using different forecasting models.

Company - Amazon Dev Centre South Africa
Job ID: A1062573