Latam Workflow Analyst, Workflow Analyst - na

  • Calle Blancos
  • Amzn Support Srvcs Costa Rica
Basic qualifications: - Prior experience as Workflow Associate for Customer Service. - Proven at least 6 months of experience in Workflow, workforce departments or relevant departments. - High level of computer literacy with advanced Excel skills. - Experience using SQL and Power BI / Power Query is a must. - Advance written and verbal skills in English. - Excellent analytical, investigative and problem solving skills. - Excellent listening skills. - Ability to provide sound advice and effective communications, creating and delivering the right messages to the right audiences in the right way at the right time. - Ability to build and maintain effective working relationships with a range of people at all levels in the organization, often in virtual teams spread across multiple time zones. - Excellent planning, organizational and time management skills with the ability to deal with multiple demands on time. - Strong teamwork skills in conjunction with utilizing your own initiative. - Strong bias for action and ability to priorities with a hands-on attitude. - Enthusiasm for continuous improvement and change. - Innovative and creative in finding solutions/ designing improved methods, systems and processes. - Attention to detail and high capability for data mining and analytical work. - Ability to push back, foresee potential issues, and advocate for relentless improvement. - Ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change will be necessary. - Understanding of workforce management programs and ACD (Automated Call Distribution) systems. Job summary Key job responsibilities - Works very closely with CPA and GCC teams from Worldwide Capacity Planning to ensure daily service levels in all Operational Units. - Identifies and mitigates emerging risks and assists in potential plans for service level protection/recovery. - Accountable of time and quality delivery of the Production Hours/Commitments process for the site. - Makes call outs and request actions to OPS to lever staffing needs (ie: OT, swaps, schedule changes, VTO) based on forecasted volume. - Reviews schedule request scenarios and provides leadership with impact analysis and recommendations. - Proactively plans to protect PTL/NPT allowance. - Manages planned shrinkage to protect SL goals. - Coordinates site staffing needs, including the reporting and analysis of site head count numbers per Operational Unit. - Coordinates various cross-training opportunities. - Schedule placement of new hire associates. - Develops /maintains a series of workflow related trackers that drive day to day site-wide production efficiency (PTL, Shrinkage, OT/VTO fill rates. - Drives special projects designed to maximize efficiency and increase production and quality. Preferred qualifications: - Bachelor’s Degree or advanced studies in a quantitative field (engineering, economics, math, and statistics). - Six Sigma experience as Green Belt or experience on process improvement and standardization.