Work Allocation Analyst, Prime Video Global OperationsJob ID: 2820783 | Amazon Digital Spain S.L.U.
How often have you had an opportunity to be at ground zero of a disruptive, fast-growing, and evolutionary global Amazon service? At Prime Video, we are pioneering a new generation of digital supply chain at a remarkable speed to accelerate our market position and global reach. If this sounds interesting, come build the future of streaming entertainment with us!
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, and work closely with the resource planning team to adjust daily/weekly/monthly headcount in line with changes in incoming volume trends.
Key job responsibilitiesResponsible for workflow, skill and profile management and adjusting resources in line with volume.Interpret and communicate data impacting the current service level including shifts in arrivals, schedules, and productivity.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.Escalate all major issues, ensuring that the right stakeholders are informed at the right time.Communicate effectively in both verbal and written form on all interactions within and outside of the efficiency measurement team.Produce and own daily, weekly, and monthly reporting on performance goals.BASIC QUALIFICATIONSStrong numerical and analytical skills.Strong (intermediate to advanced) knowledge of Microsoft Excel, Outlook, Word, PowerPoint.Data analysis experience leading to creation of reporting to leadership.Fluent in English language.PREFERRED QUALIFICATIONSExperience in Workforce Management software, i.e. Aspect, IEX.Demonstrated ability to influence stakeholders through effective communication.Demonstrated ability to effectively manage time and prioritize multiple tasks and projects.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. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.
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Posted: November 5, 2024 (Updated about 15 hours ago)
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