Job description
- 3+ years experience in workforce management/planning/analysis
- Ability to work efficiently in a dynamic and ambiguous environment by combining analytical rigor and judgment
- Strong commitment to exceptional customer experience, enthusiasm to drive positive change and persuasive ability
- Excellent communication skills both verbal and written (ability to present detailed technical analysis, assumptions, and recommendations succinctly)
- Proficient in Microsoft Excel and comfortable in dealing with large amounts of data
- Experience with SQL
- Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
Job summary Amazon’s Customer Service team is 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. The ideal candidate will possess both an analytic background that enables him/her to manage network planning, and a demonstrated ability to think broadly and strategically about customer service initiatives. She/he will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The successful candidate will: -Build plans for different Customer Service centers that allow us to provide a great customer experience in an employee friendly and a cost effective manner. -Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle. -Coordinate with Operations, Capacity Planning, Finance, and local site workflow teams to maintain and update plans and when applicable manage change management. -Use data to identify trends and to drive business decisions of key workflow issues, such as queue, skill and profile management, adjusting to the variation of incoming volume and capacity available. -Promote process improvement and standardization of processes across all sites in the network. -Fully utilize existing technology, tools, reporting and help drive the development of standardization and improvements. -Monitor, manage and control the production environment to ensure delivery of service level. Key job responsibilities -Support Operations to meet the plan KPI targets. Identify the gaps, escalate to HCP, CP, Ops and Training. Create bridges from the goal to actual. Do analysis and make recommendations results for forward mitigation. -Act as an expert in all WWCP tools to drive efficiencies. -Communicate variances to IDP, schedule optimization opportunities and site barriers (seating capacity/policy) to achieve SL. -Achieve accuracy in VIBE through proactive management of primary WGs and backup WGs. Plan all applicable NPT within our tools according to the plan to ensure maximum efficiency between occupancy and SL. -Contribute to NA WF projects quarterly that improves a process and creates efficiencies. -Manage stakeholder requests (schedule changes, WG updates, accommodations, team alignments, etc) in defined SL.
- Application of data mining/machine learning algorithms is preferred
- Experience with making large scale optimization and predictive models is preferred
- Some programming experience is a plus to automate tools whenever appropriate
- Experience with statistical programming languages (i.e. R/Python/ Matlab)
- Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
- Experience in operations management role will be an added advantage.
The pay range for this position in Jersey City is $55,800 - 97,600/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Pay Transparency Regulation of Jersey City Municipal Code. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.
The pay range for this position in Colorado is $55,800 - 97,600/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.
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