Sr. Workforce Analyst - Amazon Jobs job at Amazon

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At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright and intelligence driven people. The ideal candidate is expected to operate with significant autonomy and discretion, influences internal & external teams. He/She will possess advanced analytical experience and basic knowledge of workforce management metrics. The individual must be capable to support and own proactive tactical & strategic data anlaysis driven projects to address customer facing challenges and enable program management and decision making initiatives across DAGS COPS. In this role you will experience a wide range of challenges and we expect you to approach the problems with swift data driven solutions.Amazon DAGS COPS is seeking a Sr Workforce Manager who will be responsible for driving service levels, developing strategies for service expansions and optimizing resource utilization/occupancy through innovative ideas. DAGS COPS is comprised of functional and policy digital content testing teams and includes WFM, training, quality, automation and development team.· Create the optimal capacity plan/strategy for the business by managing trade-offs between customer experience/service levels, employee experience, and cost efficiency· Manage stakeholders’ expectations and build excellent communication with internal customers at a global level· Mitigate capacity risks by managing dependencies across multiple operating units and markets across different countries· Coordinate with Operations, Capacity Planning and Finance teams to analyze historical data and forecast demand and proper staffing needs· Manage the analyses of daily, weekly, and monthly reporting of contact center performance· Support local site management to optimize staffing requirements· Manage SLA through routing and monitoring systems and provide recommended workforce options and directives to maintain acceptable SLA and productivity· Challenge existing processes looking towards optimization and implementing effective improvements· Interact with stakeholders at multiple levels and dynamically lead difficult discussions by identifying and analyzing data to isolate issues, develop solutions and prioritize opportunities to improve experience of our customers
Job posted 2021-04-11