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Workforce Manager, na Workflow Manager
hace 2 semanas
5+ years of Workflow/Workforce experience
- Completed at least 4 years of studies degree.
- Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change
- Proven analytical and mathematical skills
- Advances command of Excel and other MS Office programs
- Ability to communicate effectively in English (verbally and written)
Job summary
At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history.
Key job responsibilities
- Supports the site management team by optimizing the staffing requirements for the site’s needs.
- Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur.
- Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team.
- Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site.
- Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service levels).
- Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding the best workflow management practices.
- Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at the site.
- Manage the career growth and development of the Workflow Analysts by driving focus on Amazon's Core Values
- Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent
- MBA preferred
- Database related experience and be able to write complex SQL queries
- Previous experience owning the scheduling of engineers\agents in a customer support environment
- Basic/Working knowledge of Six Sigma tools and Lean techniques
- Operations Research or Capacity Planning experience is strongly preferred
