Workflow Analyst [S] at Amazon

The WFA will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. The Workflow Analyst should also react to changes in daily 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. The Workflow Analysts should 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, Training and Program Management teams.

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 have Books CS experiance.
• Must be consistently meeting performance targets in current position
• Must have completed NQF Level 4 or equivalent Qualification
• 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)