Workforce & Capacity Manager, Inbound Ops

hace 2 semanas

Heredia, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

Amazon is a multi-national technology company and being proficient in English is a required qualification. CVs must be submitted in English as our recruitment team works in several jurisdictions.
- University bachelor's degree completed.
- 5+ years of experience in Capacity/Workforce management roles in for large scale operations.
- 3+ years of experience as Lead/Supervisor/Manager of teams of 10+ individuals.
- 3+ years of experience in internal and external stakeholder, customer, performance and/or escalation management.
- Experience with of MS Excel, VBA, SQL, Data Warehouse.
- Advanced English proficiency (C1 Level).

This is a position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.

Our Inbound Operations & Technology (IOT) team strives to reinforce the relationship between Amazon and its vendors by ensuring a quick and proper communication built around every charge back dispute we manage. We look not only to solve each dispute in a balance between Amazon’s policies and vendor’s benefit but also to improve our internal processes to reduce the flow of chargebacks while educating our vendors into an amended experience; as well as reducing defects on items received at our Fulfillment Centers.

You will monitor all issues that impact service levels and take actions to resolve or reduce the impact, notify support teams as required and perform operational & oversight responsibilities as required to ensure all SLAs are met. Other responsibilities include-evaluate facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. In this role you will experience a wide range of problem solving situations that require immediate real time intervention. This role will also require cross-team collaboration, project management, and excellent communication skills.

Key job responsibilities
- Own and lead the overall forecast and staff capacity planning process.
- Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at the site.
- Supports the site management team by optimizing the staffing requirements for the site’s needs.
- Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints.
- Be actively engaged with our queue to make proactive changes for long term trends, as well as real time adjustments for events that occur.
- Identify the reasons for failure of any SLA and support Ops with OT requirements by ensuring processes are implemented and followed.
- Provide real-time escalation, recovery, and restore capabilities for any failure of service; notify any major issues to Operations leaders ensuring the right people know of the incident at the right time.
- Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service levels).
- Develop strong partnerships with internal departments; establish transparency

and trust to build confidence and deepen relationships
- Manage business
- and executive-level escalations, including reporting to senior-level leadership.
- Manage the career growth and development of the Workforce analysts by driving focus on Amazon's Core Values

This is not a virtual position. Due to the current situation caused by COVID-19, if selected for this role, all necessary equipment will be provided for you to work from home. However, once our company allows it and gives clearance, you will be required to continue working from our SJO15 building, located in the America Free Zone (AFZ), Cariari, Heredia.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
- Master's degree in process or concluded in Business Administration, Project Management or Supply Chain.
- SQL basics.
- Lean Six Sigma Black belt.
- PMP certification in process or concluded.

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