Dynamic Contact Center Operations Specialist

hace 7 horas


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

Job Summary

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At Amzn Support Srvcs Costa Rica, we're dedicated to delivering exceptional customer experiences. We're seeking a highly skilled and motivated individual to join our team as a Workforce Analyst for the BPBO Vertical.

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Key Responsibilities

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  • Monitor and report on schedule deviations, including breaks, absenteeism, late login, early logout, and other schedule non-adherence in real-time.">
  • Work on tickets related to profile changes, non-production requests, and associate GACD profile change requests in a timely manner.">
  • Prepare and communicate daily handoff reports to the WFM leadership team on SL performance.">
  • Recognize and initiate escalation processes for systems outages and submit problem tickets to the hot desk to ensure service levels are maintained.">
  • Serve as the primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership.">
  • Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.">
  • Communicate and call out changes to incoming contact patterns to operations and the WFM team.">
  • Maintain real-time communication with the WFM team and operations when callouts or changes need to be done.">
  • Support changes within routing of skills or profiles.">
  • Demonstrate decision-making and complex problem-solving skills by proactively gathering data from appropriate sources, probing/considering all facts, considering other perspectives, and conducting root cause analysis.">
  • Show expertise knowledge with Aspect and other WFM tools and experience.">
  • Utilize advanced Microsoft Excel skills in a business environment to analyze and present data effectively.">
  • Prioritize and meet tight deadlines while maintaining analytical attention to detail.">
  • Hold a Bachelor's degree and 2+ years of experience in Contact Center Management.">
  • Prior experience as a Workforce management RTA is preferred.">
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Requirements

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  • Excellent analytical and mathematical skills.">
  • Strong written and verbal communication skills to interface effectively with staff, management, and various internal and external customers.">
  • Previous experience in Workforce management.">
  • Able to communicate effectively in a multi-cultural environment.">
  • Bachelor's degree required.">
  • 2+ years of experience in Contact Center Management preferred.">
  • Prior experience as a Workforce management RTA preferred.">
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About Us

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At Amzn Support Srvcs Costa Rica, we're committed to providing an exceptional work environment that fosters growth, innovation, and collaboration. If you're passionate about delivering outstanding customer experiences and joining a dynamic team, we encourage you to apply for this exciting opportunity.

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Contact Information



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