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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

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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