Workforce Analyst - Scheduling

Job description

DESCRIPTION

Amazon.com 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.com continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
We are looking for an exceptional Workforce Management (WFM) Scheduling (RTA) Analyst, who is passionate about their work, understands how to manage calls across a network of contact centers, and who has the ability to contribute new innovations to the within the Amazon Seller Support Workforce Management Team.

The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning (1-16 weeks in advance).

Positions may be located in any of the following locations: Tempe, AZ

Responsibilities:
· Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments.
· Manages non-productive time request process, ensuring activities are planned without impacting SLAs.
· Responsible for the onboarding of new hires into scheduling system.
· Reviews and processes schedule change requests.
· Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7.
· Leads weekly staffing review meetings detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks.
· Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other off phone activities.

Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Desired profile

BASIC QUALIFICATIONS

· 2+ years experience in Contact Center support role required.
· Demonstrated experience and success in WFM or Operations oriented projects in Contact Centers.
· Demonstrated experience managing routine scheduling and RTA work in multi-channel global contact center environments including phone, email and chat.
· Analytical and solid communications skills are essential to be successful in this role
· Advanced skills using Microsoft Excel in a business environment
· Speaking-listening-writing skills, attention to details, proactive self-starter