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  • Posted: Mar 11, 2020
    Deadline: Not specified
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    Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform.


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    Workflow Analyst

    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

    go to method of application »

    Training Specialist

    These Responsibilities Could Include, And Are Not Limited To

    • Create, organize, administer, maintain and manage product training curricula in all languages we support
    • Use technology or stakeholders to translate the training material created in all languages we support globally
    • Oversee and/or QA of translated content (text, image, video.., etc.)
    • Build and deliver innovative training that is easily absorbed and applied across in-person, virtual, video and self-directed
    • Manage multiple projects and priorities simultaneously and mitigate risks to eliminate potential roadblocks in the design, development and implementation of training
    • Refine training content and presentations based on local audience needs
    • Create refresher training modules based on needs analysis for our internal and GO partners
    • Partner with peers and provide feedback on learning objectives and content outlines, as needed
    • Facilitate and deliver training programs globally
    • Assess the impact of training and measure knowledge retention
    • Master training software and learning systems to deliver training and report on training effectiveness, iterating on content and delivery as needed
    • Manage training logistics, including scheduling conference rooms, meeting requests, and ordering catering
       

    Basic Qualifications

    • Minimum 2 years experience in Customer Service area and Continuous improvement
    • Minimum 3+ year’s experience in developing and delivering training
    • Ability to create and modify training content suited for a non-voice audience
    • Maintains a diligent attention to detail and high quality bar
    • Ability to work in cross-functional teams, strong written and verbal communication with stakeholders.
    • Strong presentation and facilitation skills
    • Leveraging off technology to invent and improve
    • Ability to operate autonomously

    Preferred Qualifications

    • BA degree or any similar experience
    • Deep instructional design knowledge and application with the ability to transform content into highly engaging and impactful learning experiences
    • Track record of complex and creative problem-solving, and the desire to create and build new processes
    • Fluent in English and one other language
       

    Company - Amazon Dev Centre South Africa
    Job ID: A1085634

    Method of Application

    Use the link(s) below to apply on company website.

     

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