Workforce Analyst

hace 2 meses


San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo
Workforce Analyst for Prime Video Trust & Safety

Amazon Support Services Costa Rica SRL is seeking an exceptional Workforce Analyst to join our Prime Video Trust & Safety team. As a key member of our team, you will play a critical role in delivering best-in-class customer experience and driving business growth.

Key Responsibilities:
  • Monitor and report on schedule deviations and non-adherence in real-time.
  • Create and execute SQL queries for large data sets analysis.
  • Allocate workflow titles across multiple sites globally and programs.
  • Work on real-time tickets related to work allocation to maximize utilization.
  • Prepare and communicate daily handoff reports to WFM leadership team on SL performance.
  • Recognize and initiate escalation processes for systems outages and submit problem tickets to the hot desk.
  • 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.
  • Support changes within routing of skills or profiles.
  • Demonstrate decision-making and complex problem-solving skills.
Requirements:
  • 1+ years of analytical field experience.
  • Experience defining requirements and using data and metrics to draw business insights.
  • Experience with SQL or ETL.
  • Analytical, numerical, and mathematical skills.
  • Written and verbal communication skills to interface effectively with staff, management, and various internal and external customers.
  • Demonstrated ability to communicate effectively in a multi-cultural environment.
  • 1+ years of experience in workforce management or real-time capacity planning.
  • Ability to work weekends as part of normal schedule and may require early morning, evenings, and overnight shifts.
Preferred Qualifications:
  • Proven expertise knowledge with Quicksight and Macros.
  • Advanced skills using Microsoft Excel in a business environment.
  • Ability to prioritize and meet tight deadlines.
  • Analytical with attention to detail.
  • Bachelor's degree.
  • 2+ years' experience in Operations or Contact Center Management.

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