Amazon

GCC Sr. Specialist, WS Global Command Center - Candidate Services

Posted On

Sept. 3, 2024

Location

Hyderabad, Telangana

Experience Level

Freshers/Experienced

Job Type

Human Resources

Apply By

Sept. 24, 2024

Job Description

Love data as much as we do? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify? Want to influence at Amazon? We have the career for you.

GCC is the Global Command Center for Amazon WS CS with core responsibility of real time service level management (candidate experience) and System Access Management. In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to candidate experience. With a view on continuous improvement, GCC also drives multiple projects aimed at standardization & automation of real time management processes.

We are seeking a motivated individual with a Workforce Management (WFM) background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail to manage System Access and Real Time Monitoring activities.

Key job responsibilities
Onboarding agents (Inhouse and Vendor sites) by setting up all their necessary user access.
Managing all tickets within the agreed SLA.
Creates and updates profiles, permissions, and maintains user accounts.
Preparing / maintaining user access database with all ID and access details with status reconciliation. Share a weekly status report on Access management.
Terminate users immediately after their LWD to avoid system misusage.
Establish monthly / quarterly reconciliation process of system access to ensure right authority lies with the right agent.
Real time monitoring of all network skills: SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time and act as an SME.
Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams. - Intraday Reporting (including callouts).
Write root case analysis (RCA) of any service failure - Maintain constant communication with vendors, senior leadership, technology teams and other internal customers on the status of real-time metrics and candidate experience. This would involve learning various tools which are used by Operations to obtain required information when needed
Identify irregularities that affect SL and candidate experience, notify the stakeholders and advise them on the required mitigation actions, such as moving flex capacity or minimizing agent non-productive time.
Thorough understanding of queues / routing profile and perform skill blending and profile modification whenever required.
Review existing SOP’s and preparing new SOP’s to document the leanings from each incident and daily event
Lead high severity incidents by running conference calls with different teams to mitigate risks to metrics, candidate experience, and associate experience. Own the communication that should go out until the issue is resolved and post-event summary to the leadership team along with impact analysis and GCC’s efforts in engaging the vendor agents for other productive tasks.
Dive deep into data / process, identify problems and identify possible solutions. Plan and execute the identified projects by working with various teams.
Implement an audit mechanism to ensure GCC deliverables are error-free and sent as per TAT
Maintenance of data integrity (0% error rate) and deliver weekly, monthly and Adhoc reporting.
Designing of queries, compiling of data, and generation of reports in MS Excel & Access.
Charting and graphing of data for reporting purposes
Data collection and entry as needed along with Data mining and problem solving
Work on adhoc reports / requests
Display effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.
Works collaboratively as team player, demonstrates flexibility, integrity and respect for individuals.- 3+ years of customer service experience
- Bachelor's degree or equivalent
- 3+ years of Microsoft Office products and applications experience
- 2 years of WFM Real Time Monitoring Experience & System Access Management Experience

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