Workflow Optimization Specialist

hace 2 semanas


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

Company Overview:

The Amzn Support Srvcs Costa Rica is a leading organization in the customer service industry, committed to delivering exceptional service to our customers. Our team is dedicated to providing timely and efficient support to ensure a positive experience for our clients.

Job Description:

We are seeking a highly skilled Workflow Analyst to join our team. As a Workflow Analyst, you will play a critical role in ensuring daily service levels in all Operational Units. This involves working closely with CPA and GCC teams from Worldwide Capacity Planning to identify and mitigate emerging risks and assist in potential plans for service level protection/recovery.

Required Skills and Qualifications:

  • Prior experience as Workflow Associate for Customer Service
  • Proven at least 6 months of experience in Workflow, workforce departments or relevant departments
  • High level of computer literacy with advanced Excel skills
  • Experience using SQL and Power BI / Power Query is a must
  • Advance written and verbal skills in English
  • Excellent analytical, investigative and problem solving skills
  • Excellent listening skills
  • Able to provide sound advice and effective communications, creating and delivering the right messages to the right audiences in the right way at the right time
  • Able to build and maintain effective working relationships with a range of people at all levels in the organization, often in virtual teams spread across multiple time zones
  • Excellent planning, organizational and time management skills with the ability to deal with multiple demands on time
  • Strong teamwork skills in conjunction with utilizing your own initiative
  • Strong bias for action and ability to priorities with a hands-on attitude
  • Enthusiasm for continuous improvement and change
  • Innovative and creative in finding solutions/ designing improved methods, systems and processes
  • Able to push back, foresee potential issues, and advocate for relentless improvement
  • Able to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change
  • Understanding of workforce management programs and ACD (Automated Call Distribution) systems

Preferred Qualifications:

  • Bachelor's Degree or advanced studies in a quantitative field (engineering, economics, math, and statistics)
  • Six Sigma experience as Green Belt or experience on process improvement and standardization


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