Centralized Time Keeping Team (CTK) Team is currently recruiting for a Workforce Analyst. We are employee facing group that provides customer service to Amazon employees primarily via phone, tickets and Chat. The team uses employee feedback, employee activity data, and metrics to identify current problems with the intent of eliminating them. Workforce Analysts support CTK team by providing a workforce management system needed to maintain a productive and effective workforce.
We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks and acts globally, and who has the ability to contribute major new innovations to join us as a Workforce Analyst. The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. The Workforce Analyst will experience a wide range of problem solving situations, long term to real-time, requiring extensive data collection and analysis while partnering closely with Operational leaders.
The successful candidate will have exceptional communication and organizational skills, superior attention to detail, the ability to prioritize in a fast-paced environment, a desire to innovate and continuously learn, strong analytical and critical thinking skills, and the customer service focus that the world associates with and expects from Amazon.
Key job responsibilities
The person will be responsible:
. To ensure all shift responsibilities such as interval level volume trends, org/site level shrinkage, NPTs, productivity etc. impacting business KPIs are monitored and called out for corrective/supportive actions
. To ensure each org/skill is adhering to their operational expectations like shift/break, missed calls, disconnected calls, max calls adherences
. Ensure that Operational metrics like service levels, occupancy, utilization etc. are being met by all Orgs/skills at daily level
. To liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics
. To ensure timely closure on all planning related activities like training & QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning etc.
. Review and process VTO/NPT/OT requests in real-time
. Ensure timely closure of all WFM actionable SIMs/tickets tagged, within committed SLs
. To ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short term deficits
. To mentor and develop fellow L3 RTAs with all WFM required skills and knowledge
. To deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs)
. Minimum 2-3 years of WFM/Business Intelligence experience or equivalent
. Experience in developing reports and dashboards using OBIEE, Tableau, SQL or other reporting platforms
. Excellent communication and interpersonal skills, with the ability to be personable yet maintain backbone
. Advocate for automation and use of data to solve business problems
. Experience in managing end to end projects or programs
. Knowledge of workforce management programs, principles and ACD (Automated Call Distribution) systems
. Bachelor’s degree or significant college course work, or preferably in Engineering, Business Administration, Mathematics, Science or related field
. Expert knowledge of MS Excel and other MS Office software
. Knowledge of Six Sigma/Lean Processes
. Proficient in SQL
. Statistical programming experience using R or Python
. Working knowledge of statistical modeling tools used in forecasting
. Experience extracting and transforming complex data sets (ETL administration)
. Experience in developing reports and dashboards using OBIEE, Tableau or other reporting platforms