**Workforce Analyst

hace 1 semana


San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo
About This Role

Prime Video is a leading streaming service that offers millions of titles on-demand. As a Workforce Analyst, you will play a crucial role in helping our business scale by delivering best-in-class customer experience. Your passion for process optimization, analytical skills, and ability to work in a fast-paced environment will make you an excellent fit for this position.

Key Responsibilities

- Monitor and report real-time schedule deviations and non-adherence.
- Create and execute SQL queries for large data sets analysis.
- Allocate workflow titles across multiple sites globally and programs.
- Work on real-time tickets to maximize workflow utilization.
- Prepare and communicate daily handoff reports to leadership on service level performance.
- Recognize and initiate escalation processes for system outages and submit problem tickets.
- Serve as a primary interface between Workforce Management and Site Operations leadership.
- Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.

Requirements

- 1+ years of analytical field experience.
- Experience defining requirements and using data and metrics to draw business insights.
- Experience with SQL or ETL.
- Analytical, numerical, and mathematical skills.
- Strong written and verbal communication skills to interface effectively with staff, management, and customers.
- Ability to work in a multicultural environment and make real-time decisions in uncertain circumstances.
- 1+ years of experience in workforce management or real-time capacity planning.
- Ability to work weekends, early mornings, evenings, and overnight shifts.

What We Offer

- Opportunity to work with a leading streaming service.
- Collaborative and dynamic work environment.
- Opportunity to grow and develop your skills and career.

If you are a detail-oriented and analytical individual with a passion for process optimization, we encourage you to apply for this exciting opportunity.
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