Amazon
Workforce Analyst, CR WFM
Job Description
Amazon has built a reputation for excellence with recent examples of being named the most trusted company for customers. To deliver on this reputation of trust, the Community Trust Operations team is empowered with investigating suspicious reviews and votes to protect Amazon customers and sellers worldwide.
Key job responsibilities
Responsible for queue, skill and profile management adjusting staffing in line with volume.
Interprets and communicate data impacting the current Service level including shift in arrivals, schedules, productivity that could impact Service level and seller experience.
Deliver root cause analysis to identify misses in SLA’s through deep dives of data
Provide inputs on new metrics and tools
Drives the implementation of new metrics and tool’s along with supporting the change management process involving staff and workforce initiatives.
Escalate all major issues and notify workforce managers— whether they’re in operations or the affected businesses— ensuring the right people know of the incident at the right time.
Communicates effectively both verbal and written form on all interactions within and outside of the Workforce Management team. Especially when engaging stakeholders on specific Adherence issues.
Produce and own daily, weekly and monthly reporting on performance goalsMinimum Bachelors degree or equivalent
Experience in Workforce Management software, ie: Aspect, IEX
Good numerical & analytical skills.
Good technical skills: intermediate to advance knowledge of Microsoft Excel, Outlook, Word, PowerPoint.
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