SPS WFM Analyst , Selling Partner Support
DESCRIPTION
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
We are looking for an exceptional Workforce Management (WFM) Real Time Adherence (RTA) Analyst, who is passionate about their work, understands how to manage calls across a network of contact centers, and who has the ability to contribute new innovations to the within the Amazon Seller Support Workforce Management Team.
The ideal candidate will possess experience in typical workforce management disciplines: Scheduling, Real Time Monitoring, proficient reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem-solving situations that require immediate real time intervention, as well as short term scheduling management and planning (1-16 weeks in advance).
Positions may be located in any of the following locations: BLR or HYD Onsite
Key job responsibilities
Responsibilities:
• Monitors queue performance, provide intraday updates on queue size and longest contact waiting (LCW). Takes actions to resolve or reduce service level impacting issues. Provides clear, concise notification to Operations and Support teams as required.
• Compares staffing to forecast requirements. Takes corrective actions as required examples include: Cross OU support, non-productive time cancellation, and OT and/or VTO. Metric reviews including shrinkage, scheduled adherence and contacts handled analysis to improve service levels.
• Leverages appropriate operational tools and applications to deep dive Demand (Volume/ACHT) and Staffing impacts. Utilize data to identify root cause and recommend resolving actions.
• Coordinate with outsourced service providers 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.
• Recognizes and initiates escalation processes for routing issues or any other incident and initiates appropriate tactics to ensure service levels are maintained.
• Provide feedback, analysis and reporting of relevant trends, such as: call performance stats, call arrival patterns, staff productivity, attrition rates and resource allocation.
BASIC QUALIFICATIONS
- Bachelor's degree or equivalent
- 3+ years of program or project management experience
- Experience in a highly analytical, results-oriented environment with cross functional interactions
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- 3+ years’ experience on WFM Real-time Service Level management
PREFERRED QUALIFICATIONS
- Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
- Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.
- Experience in requirement gathering and ability to write clear and detailed requirement document