ACCS Business Operations Analyst

Job description

DESCRIPTION

The Amazon Global Workforce Staffing Organization is a key to delivering our customer experiences around the globe. With 700k hourly associates hired annually and growing to more than 1m in the next 24 months it is a key operational mechanism to ensure we deliver our customer experiences globally.
The Amazon Candidate Connection Services (ACCS) team is one branch of the Global Workforce Staffing Organization. ACCS provides email, chat and phone support to High Volume Hiring (HVH) candidates. This customer service for candidates removes technical barriers in the hiring process, relieving local HR and Staffing teams from providing Tier 1 candidate support, standardizes candidate messaging, and collects actionable data on candidate issues.
We are seeking a highly experienced Business Operations Analyst to support the ACCS team during a period of fast-paced expansion. Over the next 12 months we expect to expand to at least 3 different countries/languages, increase services offered and support additional customer fulfillment operations.
Successful candidates will be organized self-starters who observe current processes and implement solutions to increase efficiencies in our team operation.
EXAMPLE AREAS OF OWNERSHIP
- Define and develop business critical metrics and reports across all international business levers and key performance indicators
- Own executive summaries and metrics provided to stakeholders on a regular basis
- Monitor the performance of the team (trouble ticket/case metrics)
- Monitor issue codes of contacts & identify trends – work with the program specialists to implement solutions for contact reduction

Desired profile

BASIC QUALIFICATIONS

- Bachelor's degree in engineering, statistics or related field
- 2+ years of professional experience in a business analyst/data analyst/statistical analyst role
- Knowledge of data mining and processing using SQL
- Ability to deal with ambiguity and competing objectives in a fast paced environment