Tse Workforce Analyst

hace 3 semanas


San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

Excellent analytical and mathematical skills.
- Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
- Strong numerical and analytical skills
- Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances
- Demonstrated ability to communicate effectively in a multi-cultural environment
- Advanced skills using Microsoft Excel in a business environment

Job summary
At Amazon, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes to join us as Workforce Analyst for STAR Vertical.

**Key Responsibilities**:

- Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence.
- Work on real-time tickets related to profile change request, non-production request and associate GACD profile change request.
- Prepare and communicate daily handoff report to WFM leadership team on SL performance.
- Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained.
- Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership.
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Communicate and callout changes to incoming contact patterns to operations and the WFM team
- Have a real time communication with the WFM team and operations when callouts or changes need to be done
- Support changes within routing of the skills or profiles
- Demonstrates Decision Making/ Complex Problem Solving
- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis.
- Proven expertise knowledge with Aspect.
- Ability to prioritize and meet tight deadlines Analytical with attention to detail
- Bachelor’s degree 2+ years’ experience in Contact Center Management.
- Previous experience as a Workforce management RTA


  • Tse Workflow Analyst, Tse

    hace 2 semanas


    San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    1+ years of experience as a Workforce management /RTA - Knowledge of managing Real time SLA, aux adherence, Shrinkage management, resource utilization - 1+ year experience of creating reports like SLA Performance, backlog reports and sharing callouts to Leaders. At Amazon, we're working to be the most customer-centric company on earth. We are looking for...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    1+ years of experience as a Workforce management /RTA- Knowledge of managing Real time SLA, aux adherence, Shrinkage management, resource utilization- 1+ year experience of creating reports like SLA Performance, backlog reports and sharing callouts to Leaders.At Amazon, we're working to be the most customer-centric company on earth.We are looking for...


  • San Francisco, Heredia, Costa Rica Aligntech A tiempo completo

    **Join a team that is changing millions of lives.**- Transforming smiles, changing lives_At Align Technology, we believe a great smile can transform a person's life, so we create technology that gives people the confidence to take on whatever's next.We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never...


  • San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    About Us">At Bill Gosling Outsourcing, we are dedicated to the career development of our people. We strive to create a fun, diverse, and engaging workplace that promotes both personal and professional growth.">Job Description">The Workforce Management Real-Time Analyst provides real-time feedback and historical reporting to Operational Management, Senior...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    4+ years of WFM/Business Intelligence experience or equivalent - 3+ years of experience in customer support operations - Experience in developing reports and dashboards using OBIEE, SQL, QuickSight or other reporting platforms - Bachelor's degree or significant college course work, or preferably in Engineering, Business Administration, Mathematics, Science...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    4+ years of WFM/Business Intelligence experience or equivalent - 3+ years of experience in customer support operations - Experience in developing reports and dashboards using OBIEE, SQL, QuickSight or other reporting platforms - Bachelor's degree or significant college course work, or preferably in Engineering, Business Administration, Mathematics, Science...

  • Workforce Analyst

    hace 3 semanas


    San Francisco, Costa Rica Bosch Group A tiempo completo

    Company Description - _ Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000...

  • Workforce Analyst

    hace 2 días


    San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description- _Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services.Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.Around 9,000...


  • San José, Costa Rica Uniform Advantage Brands A tiempo completo

    **ABOUT UA/UNIFORM ADVANTAGE BRANDS** ***As part of our expansion plans as a growing, global organization, Costa Rica was chosen to open a Shared Services Center, which started operations in December 2020. While our Costa Rica business office is based in the beautiful and sunny province of Heredia, at a convenient We Work building with wonderful co-working...

  • Workforce Analyst

    hace 2 semanas


    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics) - Experience of 1+ years in leading a team. - Experience building capacity models using various statistical tools for forecasting and optimization. Job summary The Workforce Manager will be in charge of onboarding the team with tools and processes that can support the...


  • San José, San José, Costa Rica Uniform Advantage Brands A tiempo completo

    **ABOUT UA/UNIFORM ADVANTAGE BRANDS*****As part of our expansion plans as a growing, global organization, Costa Rica was chosen to open a Shared Services Center, which started operations in December 2020.While our Costa Rica business office is based in the beautiful and sunny province of Heredia, at a convenient We Work building with wonderful co-working...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Role OverviewThe Workforce Analyst is responsible for ensuring daily service levels in all Operational Units. This involves working closely with local leadership to ensure the most effective use of the workforce against key performance metrics. Key responsibilities include:Maintaining a balance between production volume and planned capacities to ensure all...


  • San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

    Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started! The Workforce Management Real Time Analyst provides real-time feedback and historical reporting to Operational Management, Senior Leadership,...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Excellent analytical and mathematical skills. - Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers. - Strong numerical and analytical skills - Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances -...

  • Program Manager I

    hace 3 semanas


    San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    Bachelor’s degree. 5+ years’ experience in Contact Center Workforce Management position required. 2+ Years of experience in people management. Strong contact center industry knowledge gained from roles within complex fast-paced multi-skilled & multi-site environments. Excellent analytical and mathematical skills. Excellent written and verbal...

  • People Systems Analyst

    hace 22 horas


    San José, San José, Costa Rica Joby Aviation A tiempo completo

    Overview As Joby is growing rapidly, we are looking for a skilled, hands-on Systems Analyst to join our People team.In this role, you will collaborate closely with various teams, including People, Information Technology, Workforce Development, Legal, and Finance & Accounting, serving as the subject matter expert of Joby's HR technology.Your role will be...

  • Credit Analyst

    hace 19 minutos


    San José, San José, Costa Rica Cummins A tiempo completo

    **IRC1053001 CREDIT ANALYST**Our culture believes in _POWERING YOUR POTENTIAL_.We provide global opportunities to develop your career, make your community a better place and work with today's most innovative thinkers to solve the world's toughest problems.We believe in flexibility for you to explore your passions while making an impact through meaningful...


  • San Francisco, Costa Rica Bosch Group A tiempo completo

    Company Description - _ Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description- _ Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services.Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.Around 9,000...


  • San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Key ResponsibilitiesThe Workforce Analyst plays a critical role in ensuring daily service levels in all Operational Units. This involves working closely with local leadership to ensure the most effective use of the workforce against key performance metrics. Key responsibilities include:Matching production volume with planned capacities to ensure all required...