Customer Experience Analyst

hace 12 horas


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

We are seeking an exceptional analyst who is passionate about the Customer Experience, thinks/acts globally, has the ability to contribute major new innovations in the industry, and is a strong communicator and networker to build successful working relationships not only within his own site but across the EU network.

Primary Job Functions
  • Create and accurately maintain CSA shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and SLs (Service Levels)
  • Monitoring actual staffing levels against plan and taking the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes to improve service levels
  • Effectively plan and monitor CSA adherence to assigned schedule

The Workflow Analyst will be able to demonstrate exceptional customer experience, a high level of dedication, enthusiasm and motivation, and an ability to manage communication and relations with multiple stakeholders including but not limited to Site Operations, Capacity planning teams, Facilities team like IT and Transportation, HR and ERC (Employee Resource Center) team, Training team and workflow teams from other Internal and Outsourcing sites.



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