Workforce Analyst

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Employer: Amazon
  • IT Software
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 05.06.2019
    Short company description

    Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives.


    Basic qualifications:
    · Bachelor’s degree or equivalent experience
    · 3+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s).
    · MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms: MS Excel, MS Access, SQL and/or MS Access skills required
    Preferred qualification:
    · Flexible, people oriented and able to work in a team environment.
    · Experience exercising strong oral, written, listening and interpersonal skills
    · Ability to develop presentations leveraging a proficiency in MS Office.
    · Excellent customer focus and bias for action.
    · Prior experience in data mining and analysis in any industry.
    · Prior Workforce experience in a contact center in any environment, preferably in data labeling industry.
    · Experience with the Workforce Management tools.
    · Ability to develop presentations and a proficiency in MS Office suite
    · VBA Python scripting skills is a plus


    Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting.
    · Responsible for the assignment of tasks to the operations by optimizing the usage of workforce.
    · Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition) for ADS planning ensuring that all changes successfully inter-operate with existing operational processes.
    · Work with operational and support teams to effectively plan short term non-productive time
    · Work closely with data associates and team leads to pro-actively identify issues and take appropriate actions to minimize impact
    · Assist the development of Workforce Management & Scheduling system by partnering with in-house technology teams
    · Running “what-if” scenarios for associate staffing and make proper use of statistical tools.
    · Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.
    · Lead and participate in global ADS projects and initiatives. He/She will own providing optimal solutions for upcoming initiatives.
    · Proactively identify service improvement opportunities and ensure continuous improvement within Capacity Planning across strategic and tactical forecasting, advisor scheduling, metric reporting and real-time delivery.
    · Candidates with superior analytical skills in any industry are encouraged to apply.