EU Workflow Specialist
hace 4 días
Amzn Support Srvcs Costa Rica is seeking a skilled Workflow Analyst to join our team in San Jose, Costa Rica. As a Workflow Analyst, you will play a critical role in ensuring multiple Customer Service sites meet service levels by staffing planning, work mix blending and call queue adjustments, and overall management of workflow across the Customer Service network.
Key Responsibilities- Create and accurately maintain CSA shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and SLs (Service Levels)
- Monitoring actual staffing levels against plan and taking the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes to improve service levels
- Effectively plan and monitor CSA adherence to assigned schedule
The ideal candidate will have excellent planning, time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity. Additionally, they should provide analysis support on project and new initiatives, be innovative and creative in finding solutions/designing improved methods, systems and processes, and have high attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified.
Required Skills and Qualifications- Excellent planning, time and project management skills
- Advanced analytical skills
- Innovative and creative problem-solving skills
- High attention to detail
- Ability to provide sound advice and effective communication with stakeholders
We offer a comprehensive benefits package, including competitive salary, health insurance, retirement plan, and paid time off.
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