Description

　　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 in improving customer experience, who thinks/acts globally, and who has the ability to contribute newer innovations in the industry to join us as a Senior 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 Senior Workflow Analyst is responsible for ensuring multiple Customer Service (CS) 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 CS network. Apart from this, they will also be handling cross skill planning and execution smoothly by working closely with the operations teams.

　　Senior Workflow Analyst is responsible for supporting and enhancing the performance of the site with respect to optimal staffing of Customer Advocates. The Senior Workflow Analyst is primarily responsible for creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for the site. The Senior Workflow Analyst will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. Senior Workflow Analyst should also react to changes in daily/weekly/monthly call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels. The successful candidate will be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment. They will be able to demonstrate exceptional customer experience, a high level of dedication, enthusiasm, and motivation and an ability to manage communication and relations with multiple stakeholders including but not limited to Site Operations, Capacity Planning teams, Facilities team like IT and Transportation, HR and ERC (Employee Resource Center) team, Training team and Workflow teams from other Internal and Outsourcing sites.

　　Primary Job Functions:

　　Create and accurately maintain associate shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and SLs (Service Levels).

　　Monitoring actual staffing levels against plan and take the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes to improve service levels and overall utilization of the associates.

　　Effectively plans and monitors CSA adherence to assigned schedule, their breaks and non-productive time.

　　Works with the Operations teams to identify the planned non-productive activities

　　Monitor adherence to AHT (Average Handling Time), AUX (non-productive time limits) and CSA productivity and escalate any areas for development or recognition.

　　Maintain CSA skill matrix for the site, management of CSA profiles in the ACD (Automated Call Distribution) system, seating and transportation plan for site and skills.

　　Works in partnership with the Capacity Planning team to build strong relationships and drive consistency, and automation of the process. Also partners with the Workflow teams of other nodes in the network to share and develop best practices.

　　Supports Workflow Manager and workflow Operations Manager by maintaining accurate records of planned and required headcount in each of the skills/OU/mediums week over week. Keeps track of skills wise movements and attrition so as to support Workflow Manager and Operations Manager in making decisions about internal movements/job postings and hiring plan.

　　Responsible for automating and maintaining reports to be used in reporting on service level misses. Also, automates tool which will enable completion of root cause analysis and production of corrective action plans for SL misses.

　　Required Skills:

　　Working knowledge and hands-on experience in Microsoft Excel (Formulae, Pivot Tables, Macros, etc.).

　　Hands-on experience in managing tasks/projects that require analysis with the ability to deal with multiple demands on time and deal with ambiguity.

　　Advanced analytical skills and should provide analysis support on project.

　　Innovative and creative in finding solutions/ designing improved methods, systems and processes

　　High attention to detail and ability to deep dive Identify root causes of variance and to execute solutions.

　　Ability to provide sound advice and effective communication with stakeholders, should have interest & ability to work on process-improvements initiatives and projects.

　　Technical Skills:

　　Data Warehousing, Modelling, and SQL experience to build and optimize queries and extract data.

　　VBA and Python experience to handle large data sets and smoothen existing/redundant processes.

　　Experience in creating stand-alone dashboards using visualization tools i.e. QuickSight, Power BI & Tableau.

　　We are open to hiring candidates to work out of one of the following locations:

　　Manila, PHL

　　Basic Qualifications

　　Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent.

　　2+ years in a contact center environment or a risk management environment.

　　1+ year of experience in Workflow.

　　MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms: VBA, MS Excel, MS Access, SQL and/or MS Access skills required.

　　Preferred Qualifications

　　SQL experience.

　　Knowledge and direct experience using business intelligence reporting / visualization tools (Excel, Microstrategy, OBIEE, Business Objects, Cognos, Tableau, Cubes, etc.).

　　Experience data modeling and transformation of large-scale data sources using SQL, Hadoop, Spark, Hive, EMR, or other Big Data technologies

　　Knowledge of scripting for automation (e.g. Python, Perl, R etc. ).

　　Advance Macro/VBA preferable Six Sigma experience as Green Belt or experience on process improvement and standardization.

　　Proven comfort/experience communicating and influencing across job levels with both internal and external partners.

　　Proven ability to push back, foresee potential issues, and advocate for relentless improvement.

　　Demonstrated ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change will be necessary.

　　Proven excellent analytical and mathematical skills.

　　Ability to provide sound advice and effective communication with stakeholders.

　　Should have interest & Ability to work on process-improvements initiatives and projects.

　　Data mining skills to enable advanced data mining from databases using SQL or preparing and maintaining databases using MS Access.

　　Understanding of workforce management programs.