Tse Workforce Analyst

hace 2 semanas


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

Excellent analytical and mathematical skills.
- Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
- Strong numerical and analytical skills
- Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances
- Demonstrated ability to communicate effectively in a multi-cultural environment
- Advanced skills using Microsoft Excel in a business environment

Job summary
At Amazon, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes to join us as Workforce Analyst for STAR Vertical.

**Key Responsibilities**:

- Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence.
- Work on real-time tickets related to profile change request, non-production request and associate GACD profile change request.
- Prepare and communicate daily handoff report to WFM leadership team on SL performance.
- Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained.
- Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership.
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Communicate and callout changes to incoming contact patterns to operations and the WFM team
- Have a real time communication with the WFM team and operations when callouts or changes need to be done
- Support changes within routing of the skills or profiles
- Demonstrates Decision Making/ Complex Problem Solving
- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis.
- Proven expertise knowledge with Aspect.
- Ability to prioritize and meet tight deadlines Analytical with attention to detail
- Bachelor’s degree 2+ years’ experience in Contact Center Management.
- Previous experience as a Workforce management RTA


  • Tse Workforce Analyst

    hace 1 semana


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

    Excellent analytical and mathematical skills.- Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.- Strong numerical and analytical skills- Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances-...

  • Tse Workflow Analyst, Tse

    hace 4 semanas


    San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    1+ years of experience as a Workforce management /RTA - Knowledge of managing Real time SLA, aux adherence, Shrinkage management, resource utilization - 1+ year experience of creating reports like SLA Performance, backlog reports and sharing callouts to Leaders. At Amazon, we're working to be the most customer-centric company on earth. We are looking for...


  • San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    1+ years of experience as a Workforce management /RTA - Knowledge of managing Real time SLA, aux adherence, Shrinkage management, resource utilization - 1+ year experience of creating reports like SLA Performance, backlog reports and sharing callouts to Leaders. At Amazon, we're working to be the most customer-centric company on earth. We are looking for...

  • Tse Workflow Analyst, Tse

    hace 4 semanas


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

    1+ years of experience as a Workforce management /RTA- Knowledge of managing Real time SLA, aux adherence, Shrinkage management, resource utilization- 1+ year experience of creating reports like SLA Performance, backlog reports and sharing callouts to Leaders.At Amazon, we're working to be the most customer-centric company on earth.We are looking for...


  • San José, San José, Costa Rica Smartsheet A tiempo completo

    About the RoleWe are seeking a highly skilled Workforce Analyst to join our Support Operations - Workforce Management (WFM) Team at Smartsheet. As a key member of our team, you will be responsible for assisting with running long-term and short-term forecasts to generate daily, weekly, and monthly staffing requirements.Key ResponsibilitiesAssist in...

  • Workforce Analyst

    hace 6 días


    San José, San José, Costa Rica Smartsheet A tiempo completo

    Smartsheet is seeking change agents to join our Support Operations - Workforce Management (WFM) Team as a **Workforce** **Analyst (Forecasting)**.You have a broad understanding of the Workforce Management function and a proven working knowledge of forecasting, scheduling, and real-time management methodologies.This important role will report to a Manager of...

  • Bpbo Workforce Analyst

    hace 2 semanas


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

    Excellent analytical and mathematical skills. - Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers. - Strong numerical and analytical skills - Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances -...

  • Bpbo Workforce Analyst

    hace 1 semana


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

    Excellent analytical and mathematical skills.- Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.- Strong numerical and analytical skills- Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances-...


  • San Francisco, Heredia, Costa Rica Sysco Costa Rica A tiempo completo

    Sysco Technology is looking for a Sr.Workforce Strategy Analyst to join the Technology Talent Programs team.In this role, you will be working with leaders across the organization and with our human resources partners to identify the talent, skills, and competencies we need to support our Recipe for Growth strategy today and tomorrow.Your thoughtful analyses...


  • San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    4+ years of WFM/Business Intelligence experience or equivalent- 3+ years of experience in customer support operations- Experience in developing reports and dashboards using OBIEE, SQL, QuickSight or other reporting platforms- Bachelor's degree or significant college course work, or preferably in Engineering, Business Administration, Mathematics, Science or...

  • Workforce Analyst

    hace 2 semanas


    San Francisco, Costa Rica Bosch Group A tiempo completo

    Company Description - _ Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000...

  • Workforce Analyst

    hace 3 semanas


    San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    Company Description- _Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services.Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience.Around 9,000...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    About Our Team">Our team is dedicated to providing exceptional customer service and support to our clients. We're a collaborative and fast-paced environment that thrives on innovation and creativity.">Job Summary">We're seeking a highly skilled Workforce Management (WFM) professional to join our team as a Workforce Analyst for SEPO Vertical. In this role,...

  • Workforce Analyst

    hace 2 días


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

    Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics) - Experience of 1+ years in leading a team. - Experience building capacity models using various statistical tools for forecasting and optimization. Job summary The Workforce Manager will be in charge of onboarding the team with tools and processes that can support the...


  • San José, Costa Rica Uniform Advantage Brands A tiempo completo

    **ABOUT UA/UNIFORM ADVANTAGE BRANDS** ***As part of our expansion plans as a growing, global organization, Costa Rica was chosen to open a Shared Services Center, which started operations in December 2020. While our Costa Rica business office is based in the beautiful and sunny province of Heredia, at a convenient We Work building with wonderful co-working...


  • San José, San José, Costa Rica Uniform Advantage Brands A tiempo completo

    **ABOUT UA/UNIFORM ADVANTAGE BRANDS*****As part of our expansion plans as a growing, global organization, Costa Rica was chosen to open a Shared Services Center, which started operations in December 2020.While our Costa Rica business office is based in the beautiful and sunny province of Heredia, at a convenient We Work building with wonderful co-working...


  • San Francisco, Heredia, Costa Rica Aligntech A tiempo completo

    Job DescriptionThe Staffing Analyst will play a critical role in ensuring the effective management of our workforce. This includes:Compiling staffing level requirement forecasting and workplace scheduling in call-center environmentsPreparing reports to determine call volume, calling patterns, service trends, and staff productivityTracking vacation schedules,...


  • San Francisco, Heredia, Costa Rica Sysco Costa Rica A tiempo completo

    **About Sysco Costa Rica**Sysco Costa Rica is a leading provider of foodservice distribution services. Our mission is to provide our customers with the highest quality products and services, while maintaining a commitment to sustainability and social responsibility.We are currently seeking a highly skilled Sr. Workforce Strategy Analyst to join our...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica Srl A tiempo completo

    OverviewAt Amazon Support Services Costa Rica Srl, we are committed to delivering exceptional customer experiences. We seek a skilled and motivated individual to join our team as a Workforce Analyst.About the RoleThis role is part of our efforts to optimize workforce management in our contact centers. The successful candidate will be responsible for...

  • Workforce Analyst

    hace 1 semana


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

    Job SummaryWe are seeking a talented and motivated individual to join our team as a Workforce Analyst for our STAR Vertical. As a key member of our leadership team, you will be responsible for real-time monitoring and reporting of schedule deviations, working on tickets related to profile change requests, and preparing daily handoff reports.About the...