Optimizing Site Operations Lead

hace 2 semanas


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

We are seeking a skilled Workforce Manager, Na Workflow Manager to join our team at Amzn Support Srvcs Costa Rica. As a key member of our site management team, you will play a critical role in optimizing staffing requirements for our site's needs. This includes actively engaging with our queue and routing mechanisms to make proactive changes for long-term trends and real-time adjustments for events as they occur.

Key Responsibilities
  • • Supports the site management team by optimizing the staffing requirements for the site's needs.
    • Be actively engaged with our queue and routing mechanisms to make proactive changes for long-term trends, as well as real-time adjustments for events that occur.
    • Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team.
    • Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site.
    • Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g., service levels).
    • Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding the best workflow management practices.
    • Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at the site.
    • Manage the career growth and development of the Workflow Analysts by driving focus on Amazon's Core Values

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