EU Operational Excellence Specialist
hace 20 horas
About the Role
We are seeking a highly skilled EU Operational Excellence Specialist to join our team at Amzn Support Srvcs Costa Rica. As an integral part of our Customer Service network, this role plays a critical role in ensuring that multiple sites meet service levels.
Key Responsibilities
- Create and maintain CSA shift schedules to meet short-term forecast requirements and SLs (Service Levels)
- Maintain CSA adherence to assigned schedules and plan non-productive activities
- Monitor AHT, AUX, and CSA productivity and escalate areas for development or recognition
- Manage CSA skill matrix and seating/transportation plans
- Build strong relationships with operations management, process improvement teams, and other stakeholders
- Support Capacity Planning team in building automation processes
- Develop self-service solutions to reduce administrative overhead
Requirements and Qualifications
- Bachelor's degree in a relevant field or equivalent experience
- Excellent planning, time, and project management skills
- Advanced analytical skills and ability to provide analysis support on projects and initiatives
- Innovative and creative problem-solving skills
- Attention to detail and ability to identify root causes of variances
- Strong communication and stakeholder management skills
- Understanding of workforce management programs and expertise in Excel
- Fluent written/read English
Benefits
Amzn Support Srvcs Costa Rica offers a dynamic work environment where talented individuals can grow and thrive. We value diversity and believe in fostering a culture of inclusion and respect. If you are passionate about delivering exceptional customer experiences and have the skills and qualifications we seek, we encourage you to apply for this exciting opportunity.
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