Workflow Operations Specialist

hace 6 días


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

Prior experience as Workflow Associate for Customer Service is required. The ideal candidate will have at least 6 months of experience in Workflow, workforce departments or relevant departments.

Key Responsibilities:
  • Work closely with Capacity Planning and Global Coordination teams to ensure daily service levels in all Operational Units.
  • Identify emerging risks and assist in developing potential plans for service level protection/recovery.
  • Accountable for time and quality delivery of the Production Hours/Commitments process.
  • Makes call outs and requests actions to Operations to leverage staffing needs based on forecasted volume.
  • Reviews schedule request scenarios and provides leadership with impact analysis and recommendations.
  • Proactively plans to protect PTL/NPT allowance.
  • Manages planned shrinkage to protect SL goals.
  • Coodinates site staffing needs, including the reporting and analysis of site head count numbers per Operational Unit.
  • Coordinates various cross-training opportunities.
  • Schedule placement of new hire associates.
  • Develops and maintains a series of workflow related trackers that drive day to day site-wide production efficiency.
Preferred Qualifications:
  • Bachelor's Degree or advanced studies in a quantitative field such as 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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