We are searching for a Work Allocation Analyst, who is passionate about customer experience and has the ability to navigate a fast-paced, data-driven, complex and manual workflow environment.
The Work Allocation Analyst will be responsible for creating/maintaining operator skill metrics and allocating work to operators. They will collaborate with program and operations managers to identify improvement opportunities to increase workforce utilization and productivity. The analyst will also work closely with the resource planning team to make the required changes in daily/weekly/monthly headcount, in line with the changes in incoming volume trends.
Key job responsibilities:Responsible for workflow, skill and profile management and adjusting resources in line with volume.Interpret and communicate data impacting the current service level including shift in arrivals, schedules, productivity that could impact service level and seller experience.Deliver root cause analysis to identify misses in SLAs through data.Provide inputs on new metrics and tools.Drive the implementation of new metrics and tools, and support the change management process involving staff and workforce initiatives.Escalate all major issues, ensuring that the right stakeholders know of the issue at the right time.Communicate effectively in both verbal and written form on all interactions within and outside of the efficiency measurement team, especially when engaging stakeholders on specific adherence issues.Produce and own daily, weekly and monthly reporting on performance goals.Experience in Workforce Management software, i.e. Aspect, IEX.Demonstrated ability to influence stakeholders through effective communication written and verbal.Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery.Ability to meet tight deadlines and prioritize workload.Ability to work in a cross-functional environment. Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.
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