Erc Workforce Management Senior Analyst, Erc Wfm

hace 2 días

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 related field
- Excellent communication and interpersonal skills, with the ability to be personable yet maintain backbone
- Advocate for automation and use of data to solve business problems
- Experience in managing end to end projects or programs
- Knowledge of workforce management programs
- Expert knowledge of MS Excel and other MS Office software

Job summary

The Employee Resource Center (ERC) is currently recruiting for a Senior Workforce Analyst.

ERC is an employee facing group that provides customer service to Amazon employees primarily via phone. The team uses employee feedback, employee activity data, and metrics to identify current problems with the intent of eliminating them. Workforce Analysts support the ERC team by providing a workforce management system needed to maintain a productive and effective workforce.

We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks and acts globally, and who has the ability to contribute major new innovations to join us as a Senior Workforce Analyst.

The person will be responsible:

- To ensure capacity alignment is based on expected volume, identify and take necessary actions for short and long term deficits to meet service standards
- To ensure volume variations are being analyzed and called out, and partner with demand forecasting team to bridge the gaps for future occurrences
- To provide real-time support and make appropriate decisions to maximize resource efficiency and utilization
- To analyze global site performances and determine optimal production and off production activities, shrinkage and occupancy targets
- To lead, develop and maintain reporting initiatives across supported regions for continuous delivery improvements
- To partner closely with leadership and support teams to discuss and drive planned strategies for controlled execution
- To provide program health insights to senior leaderships at weekly and monthly level
- To engage in projects and initiatives impacting headcount and cost variables
- To lead by example and provide necessary support to scale up fellow team members across geographies
- To mentor and support Workforce Analysts and Real Time Analysts
- Knowledge of Six Sigma/Lean Processes
- Proficient in SQL
- Statistical programming experience using R or Python
- Working knowledge of statistical modeling tools used in forecasting
- Capacity planning experience
- Experience extracting and transforming complex data sets (ETL administration)

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