About the job
SummaryBy Outscal
About the job
We are currently looking for a Workflow Analyst to join our team.
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. We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as a Workflow Analyst. The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
The Workflow Analyst is responsible for ensuring multiple sites meet service levels by future and real-time staffing planning, work mix blending and call queue adjustments, and overall management of workflow across the network. The Workflow Analyst serves as a resource, advisor, and close working partner with our Site Leader, Operation Managers, Team Leads, Workflow Analysts and Operations Teams at other sites, and Capacity Planning.
The Workflow Analyst’s primary responsibility is to ensure daily service levels in all Operational Units by working closely with Worldwide Capacity Planning, local site leadership, and other sites’ leadership teams. This includes but is not limited to identifying and mitigating emerging risks and assisting in potential plans for service level recovery. The Workflow Analyst also owns a variety of tasks, including re/un-blending and skill modification of individual associates, as well as alerting individual team leadership of outliers in auxing and other variances. Other primary duties include coordinating site staffing needs, including the reporting and analysis of site head count numbers per Operational Unit, coordinating various cross-training opportunities, placement of new hire associates, and managing multiple site-wide and team shift bid processes.
Other secondary roles include developing/maintaining a series of workflow related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Shifts, Overtime), and driving special projects designed to maximize efficiency and increase production and quality. Other secondary roles include developing/maintaining a series of workflow related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Shifts, Overtime), and driving special projects designed to maximize efficiency and increase production and quality.
To positively represent Site in the network as an engaged and active team member in achieving service level and productivity goals. To ensure we are efficient and prudent in the utilization of our staff by working alongside all levels of the site and network leadership teams. To effectively manage the needs of our external customers while balancing the needs of our internal customers. To make data-driven decisions in all of our processes and work expectations.
Responsibilities
- Ensuring daily service levels in all Operational Units.
- Coordinating site staffing needs, including the reporting of site headcount numbers by shift and Operational Unit.
- Coordinating various cross-training opportunities.
- Placement of new hire associates and individual shift changes.
- Identifying workflow headcount deficiencies and overages thus driving overtime hours and Voluntary Time Off as needed.
- Developing/maintaining a series of workflow related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Shifts, Overtime), updating the Worldwide Capacity Planning group with site email targets for coming weeks.
- Driving special projects designed to maximize efficiency and increase production and quality.
- 1+ years of tax, finance or a related analytical field experience
- 2+ years of complex Excel VBA macros writing experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL or ETL
- Experience working with Tableau
- Experience using very large datasets
Job ID: A2659021
About The Company
Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.
Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world.
Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind.
You'll also hear us say that at Amazon, it's always "Day 1." What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.
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