Global Workforce Optimization Specialist
hace 17 horas
At Amazon Support Services Costa Rica Srl, we are committed to delivering exceptional customer experiences. We seek a skilled and motivated individual to join our team as a Workforce Analyst.
About the RoleThis role is part of our efforts to optimize workforce management in our contact centers. The successful candidate will be responsible for real-time monitoring and reporting of schedule deviations, preparing daily handoff reports, and driving adherence to service levels and efficiency metric goals.
- Monitor and report on schedule deviations such as breaks, absenteeism, late login, early logout, and other schedule non-adherence in real-time.
- Work on real-time tickets related to profile change requests, non-production requests, and associate GACD profile change requests.
- Prepare and communicate daily handoff reports to the WFM leadership team on SL performance.
- Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.
- Maintain real-time communication with the WFM team and operations when callouts or changes are needed.
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Workforce Optimization Specialist
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Senior Workforce Optimization Specialist
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Global Supply Chain Optimization Specialist
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Global HR Process Optimization Specialist
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Global Workforce Mobility Program Coordinator
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Content Optimization Specialist
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Global Payroll Specialist
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Content Optimization Specialist
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Digital Content Specialist
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Software Optimization Specialist
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Global Supply Chain Optimization Strategist
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Workforce Management Specialist
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