Operational Capacity Manager

hace 19 horas


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

Overview

At Amazon Support Services Costa Rica Srl, we are revolutionizing the way people watch movies and TV shows. With millions of titles available on-demand, we are looking for an exceptional leader to join our team as an Operational Capacity Manager for Prime Video.

Job Description

We are seeking a highly analytical individual with expertise in workforce management or real-time capacity planning. As an Operational Capacity Manager, you will be responsible for real-time monitoring and reporting of schedule deviations and schedule non-adherence. You will also create, run, and execute SQL queries for large data sets analysis, allocate workflow titles across multiple sites globally and programs, and work on real-time tickets related to work allocation to maximize utilization.

Key Responsibilities

  • Real-time monitoring & reporting of Schedule deviations and schedule non-adherence;
  • Create, run, and execute SQL queries for large data sets analysis;
  • Allocate workflow titles across multiple sites globally and programs;
  • Work on real-time tickets related to work allocation to maximize utilization;
  • 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.

Requirements

To succeed in this role, you must have:

  • 1+ years of analytical field experience;
  • Experience defining requirements and using data and metrics to draw business insights;
  • Experience with SQL or ETL;
  • Analytical, numerical, and mathematical skills;
  • Written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers, as well as ability in making real-time effective decisions in uncertain and ambiguous circumstances;
  • Demonstrated ability to communicate effectively in a multi-cultural environment;
  • 1+ years of experience in workforce management or real-time capacity planning;
  • Must be open to working weekends as part of normal schedule and may require early morning, evenings, and overnight shifts.

Preferred Qualifications

A proven track record of success in operational capacity planning and workforce management, along with expertise in Quicksight and Macros, advanced skills using Microsoft Excel in a business environment, ability to prioritize and meet tight deadlines, analytical with attention to detail, and a Bachelor's degree are highly desirable.



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