Tse Workflow Analyst

hace 2 meses


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

At Amazon, we're working to be the most customer-centric company on earth. We're seeking a skilled Workforce Analyst to join our SEPO Vertical team. As a key member of our workforce management team, you will be responsible for monitoring and reporting on schedule deviations, working on real-time tickets, and driving real-time adherence to service levels and efficiency metric goals.

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.
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Have a real-time communication with the WFM team and operations when callouts or changes need to be done

Requirements:
- Proven expertise knowledge with Aspect.
- Advanced skills using Microsoft Excel in a business environment
- Ability to prioritize and meet tight deadlines Analytical with attention to detail
- Bachelor's degree 2+ years' experience in Contact Center Management

About Amazon:
- At Amazon, we're passionate about delivering exceptional customer experiences. If you share our commitment to customer-centricity and are passionate about optimizing workforce performance, we'd love to hear from you.



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