At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.
If you would like to help us build the place to find and buy anything online, this is your chance to make history.
We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks / acts globally, who has the ability to contribute major new innovations in the industry and who is a strong communicator and networker to build successful working relationships not only within his own site but across the EU network to join us as a EU Workflow Analyst in San Jose, Costa Rica.
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.
He / she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
We are looking for a candidate with at least 2 years of experience in workforce scheduling procedures, strong excel knowledge and a candidate with strong mathematical / analytical skills.
The Workflow Analyst is responsible for ensuring multiple Customer Service sites meet service levels by staffing planning, work mix blending and call queue adjustments, and overall management of workflow across the Customer Service network.
The Workflow Analyst is responsible for supporting and enhancing the performance of all sites within his / her portfolio with respect to optimal staffing of Customer Advocates.
The Workflow Analyst is primarily responsible for creating and maintaining schedules for Customer Service Associates (CSAs) to achieve service levels and productivity goals for the site.
The Workflow Analyst will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels.
The Workflow Analyst should also react to changes in daily / weekly / Monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels.
The successful candidate will be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment.
The Workflow Analyst will be able to demonstrate exceptional customer experience, a high level of dedication, enthusiasm, and motivation and an ability to manage communication and relations with multiple stakeholders including but not limited to Site Operations, Capacity planning teams, Facilities team like IT and Transportation, HR and ERC (Employee Resource Center) team, Training team and workflow teams from other Internal and Outsourcing sites.
Primary Job Functions :
Keeps track of skills wise movements and Attrition to support Workflow Manager and Operations manager in making decisions about internal movements / Job postings and Hiring plan.