Regional Operations Analyst

hace 2 días


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

We are seeking a highly skilled Regional Operations Analyst to join our team at Amzn Support Srvcs Costa Rica. As a key member of our operations team, you will be responsible for ensuring daily service levels are met in all operational units.

The ideal candidate will have a strong analytical background, with experience working with workforce management programs and ACD systems. You will be accountable for time and quality delivery of the Production Hours/Commitments process for the site.

You will work closely with CPA and GCC teams from Worldwide Capacity Planning to identify emerging risks and develop potential plans for service level protection/recovery.

In addition, you will make call outs and request actions to Operations to leverage staffing needs based on forecasted volume.

You will review schedule request scenarios and provide leadership with impact analysis and recommendations.

  • Proactively plan to protect PTL/NPT allowance
  • Manage planned shrinkage to protect SL goals
  • Coordinate site staffing needs, including the reporting and analysis of site head count numbers per Operational Unit
  • Coordinate various cross-training opportunities
  • Schedule placement of new hire associates
Responsibilities

You will drive special projects designed to maximize efficiency and increase production.

You will develop/maintain a series of workflow related trackers that drive day to day site-wide production efficiency (PTL, Shrinkage, OT/VTO fill rates).

Requirements

The ideal candidate will have:

  • Bachelor's Degree or advanced studies in a quantitative field (engineering, economics, math, and statistics)
  • Strong analytical skills
  • Six Sigma experience as Green Belt or experience on process improvement and standardization
  • Experience using SQL and Power BI / Power Query


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