MHLS is an employee facing group that provides customer service to Amazon employees primarily via phone. The team uses employee feedback, employee activity data, and metrics to identify current problems with the intent of eliminating them. Workforce Analysts support the MHLS team by providing a workforce management system needed to maintain a productive and effective workforce.
We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks and acts globally, and who has the ability to contribute major new innovations to join us as a Senior Workforce 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. The Senior Workforce Analyst will experience a wide range of problem solving situations, long term to real-time, requiring extensive data collection and analysis while partnering closely with Operational leaders.
Position Responsibilities :
• To ensure capacity alignment is based on expected volume, identify and take necessary actions for short and long term deficits to meet service standards
• To ensure volume variations are being analyzed and called out, and partner with demand forecasting team to bridge the gaps for future occurrences
• To provide real-time support and make appropriate decisions to maximize resource efficiency and utilization
• To analyze global site performances and determine optimal production and off production activities, shrinkage and occupancy targets
• To lead, develop and maintain reporting initiatives across supported regions for continuous delivery improvements
• To partner closely with leadership and support teams to discuss and drive planned strategies for controlled execution
• To provide program health insights to senior leaderships at weekly and monthly level
• To engage in projects and initiatives impacting headcount and cost variables
• To lead by example and provide necessary support to scale up fellow team members across geographies
• To mentor and support Workforce Analysts and Real Time Analysts
Basic qualifications
• 5 years of WFM/Business Intelligence experience or equivalent
• Experience in developing reports and dashboards using OBIEE, SQL, QuickSight or other reporting platforms
• Bachelor's degree or significant college course work, or preferably in Engineering, Business Administration, Mathematics, Science or related field
• Excellent communication and interpersonal skills, with the ability to be personable yet maintain backbone
• Advocate for automation and use of data to solve business problems
• Experience in managing end to end projects or programs
• Knowledge of workforce management programs
• Expert knowledge of MS Excel and other MS Office software
Preferred qualifications
• Knowledge of Six Sigma/Lean Processes
• Working knowledge of statistical modeling tools used in forecasting
• Capacity planning experience
• Experience extracting and transforming complex data sets (ETL administration)
Preferred qualifications
• 5+ years of Human Resources experience
BASIC QUALIFICATIONS
- Knowledge of Microsoft Office products and applications
- 5+ years of Workforce management experience (for internal candidates) resources experience
- 5+ years of Workforce management experience (for external candidates) resources experience
- Experience in contact center operations
- Bachelor's degree
- Solid proven experience in a live queue contacts environment
- Solid proven experience using contact center technology
- High proficiency in Microsoft Excel
- Experience in Contact Center Operations
- Exceptional analytical skills
PREFERRED QUALIFICATIONS
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
- Bachelor's degree
- Knowledge of Six Sigma/Lean Processes
- Working knowledge of statistical modeling tools used in forecasting
- Capacity planning experience
- Experience extracting and transforming complex data sets (ETL administration)
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