Workforce Specialist
Amazon
Calle Blancos, San Jose, CRI
hace 1 día

The Exits team supports employees transitioning out of Amazon, as well as their managers and HRBPs. While responsible for processes such as management and generation of termination documents, final pay, severance agreement generation and execution, reinstatements, and reductions in force, the Exits team collaborates with the broader HR organization to ensure a frustration-free departure as a part of employee's final stage of the lifecycle.

The Exits team is seeking an experienced Workflow Specialist to support the operations team located globally in Costa Rica, Czech Republic, India, and the Philippines.

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 Specialist will experience a wide range of problem solving situations, long term to real-time, requiring extensive data collection and analysis while collaborating closely with the Exits hub leaders.

This person will :

  • Develop volume forecasting models and analyze inputs to predict volume across all Exits programs up to 12 months in the future.
  • Forecast and plan capacity to staff the Exits appropriate to meet service levels.
  • Develop, own, and drive Exits key forecasting metrics and reporting initiatives (for example, contacts per unit forecasting and improvements).
  • Provide daily monitoring and make appropriate adjustments to maximize resource efficiency.
  • Analyze team performance history to determine optimal production and off production activities, shrinkage and occupancy goals.
  • Work with the Finance and Operation Management to develop and generate operational targets and participate in the strategic planning effort.
  • Develop and maintain reporting activities across supported regions.
  • Evaluate and implement opportunities for improving forecast accuracy and automation of the forecasting process.
  • Assist in skill blending and profile modification for supported teams.
  • Collaborate closely with Operations leadership to provide insight and communicate business requirements to the Workforce Management team.
  • 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, exceptionally high accuracy, and the customer service focus that the world associates with and expects from Amazon.

  • MBA preferred.
  • Knowledge of Six Sigma / Lean Processes.
  • Experience extracting and transforming complex data sets (ETL administration).
  • Proficient in SQL.
  • Capacity Planning experience is strongly preferred.
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