Sr Workflow Analyst, Amazon Advertising
Amazon
San Francisco de Heredia, CR
hace 3 días

Job summary

Amazon Advertising is the earth’s most customer centric advertising program and is dedicated to driving measurable outcomes for brand advertisers, agencies, authors, and entrepreneurs.

Our ad solutions including sponsored, display, video, and custom ads leverage Amazon’s innovations and insights to find, attract, and engage intended audiences throughout their daily journeys, helping advertisers build brand awareness, increase product sales, and more.

Design Scaled Services is looking for a senior Workflow Analyst who is passionate about the Customer Experience, who has the ability to contribute major new innovations in the advertising industry.

As a Senior Workflow analyst, you will lead Site and Network Scheduling and manage the rhythm of our Site to ensure a cost effective and comprehensive network capacity solution for our Scaled Design team.

The ideal candidate will possess a workflow or labor planning optimization background that enables her / him to implement and optimize capacity models for our global organization, tactically deep dive in situations to address real time issue management.

She / He will also demonstrate the ability to think broadly and strategically about display initiatives such as new product roll-outs or skill expansion on a global / regional basis.

She / He will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

The successful candidate possesses superb business judgment with a track record of successful relationship management, and strong analytical acumen, with experience generating and managing reports, and analyses.

Who you are.

As a Sr Workflow Analyst, you will monitor all issues that impact service levels, occupancy and staffing efficiency, take actions to resolve or reduce the impact and work in partnership with Operations Leaders to build site scheduling plans and impact Network efficiency.

Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met.

Evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages.

In this role you will experience a wide range of problem-solving situations that require immediate real time intervention.

Key job responsibilities

Monitor intraday performance of assignments and staffing levels For Design Scaled Services to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics (e.

g. adjusting schedules, canceling offline activities, procuring Overtime).

Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations.

Coordinate with other sites in the network daily, to ensure staffing performance is meeting or exceeding acceptable standards.

Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority, across multiple sites.

Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk, and initiate appropriate tactics to ensure service levels are maintained.

Maintain and track accurate records of attendance, and time off usage via Workforce Management system.

Provide feedback, analysis and reporting of relevant trends, such as : assignment performance stats, assignment arrival patterns, staff productivity, attrition rates and resource allocation.

BASIC QUALIFICATIONS

  • Bachelor’s degree in statistics, applied mathematics, computer science, engineering, or closely related concentrations.
  • 3+ years’ experience in Workforce Management position required (Logistics, Supply Chain, Industry or Contact Center environment).
  • Excellent analytical and mathematical skills.
  • Proficient in Microsoft Advanced Excel, Access and SQL
  • Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
  • Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long-lasting initiatives.
  • Fosters a positive team environment and collaboration within the site.
  • PREFERRED QUALIFICATIONS

  • Master’s degree in statistics, applied mathematics, computer science, engineering, or closely related concentrations.
  • Proficient in VBA or other programming languages.
  • Strong contact center industry knowledge gained from roles within complex fast-paced multi-skilled & multi-site environments.
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