Prime Video Workforce Planning Specialist

hace 3 días


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

About Us

We are Amazon Support Services Costa Rica Srl, part of the world's largest e-commerce company. Our mission is to deliver best-in-class customer experiences through innovative workforce management and process improvements.

Job Summary

We are seeking a skilled Workforce Planning Specialist to join our Prime Video Trust & Safety team. In this role, you will work closely with cross-functional teams to develop and implement strategic plans that drive business growth and improvement.

Key Responsibilities

  • Real-time monitoring and reporting: Track schedule deviations and non-adherence, providing data-driven insights to inform business decisions.
  • Data analysis and SQL queries: Develop and execute complex SQL queries to analyze large datasets and identify trends.
  • Workflow allocation and management: Allocate workflow titles across multiple sites globally and programs, ensuring optimal resource utilization.
  • Problem-solving and escalation: Identify and escalate system outages, submitting problem tickets to the hot desk and implementing solutions to maintain service levels.

Requirements

  • 2+ years of experience in operations or contact center management, with a proven track record of delivering results.
  • Advanced skills using Microsoft Excel, Quicksight, and Macros.
  • Analytical mindset with attention to detail, and the ability to prioritize and meet tight deadlines.
  • Bachelor's degree in a related field.


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