Workflow Analyst urgently needed: APPLY HERE
Cape Town, Western Cape
Must be in good standing with an exemplary attendance and timekeeping pattern
Must be consistently meeting performance targets in current position
Must have completed NQF Level 4 or equivalent Qualification
1-year experience in scheduling, planning or other components of managing and planning workflow capacity within the Amazon Organization or experience in a leadership role in Amazon or elsewhere.
Excellent analytical and mathematical skills
Strong command of Excel and other MS Office programs
Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
Ability to push back, foresee potential issues, and advocate for relentless improvement
Ability to easily deal with ambiguity
Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change
Ability to make independent, sound decisions that affect the experience of thousands of Amazon customers and hundreds of CS associates all over the globe
Ability to communicate effectively in English (verbally and written)
We are hiring a Workflow Analyst(WFA) in the Amazon Books team. The WFA will own the short term network capacity plan to ensure service levels, cost and productivity goals are met.
The WFA will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. The Workflow Analyst should also react to changes in daily call volumes and handling times by determining the required staffing level changes to ensure delivery of service levels. The successful candidate will be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment. The Workflow Analysts should be able to demonstrate exceptional customer experience, a high level of dedication, enthusiasm, and motivation and an ability to manage communication and relations with multiple stakeholders including but not limited to Site Operations, Capacity planning teams, Training, and Program Management teams.
Position Expectations
Be a leader and role model in the site and an ambassador for the department
Build short term forecasting models
Understand call center basics (occupancy, productive to labor (PTL), shrinkage, attrition, etc.)
Educate network population on Workflow practices
Maintain close communication with other support teams and Program Management Teams.
Be accountable to analyze service level performance at the network level
Proactively react and/or escalate any blockers or risks to meeting staffing/service levels
Maintain and analyze all Workflow reporting
Own the management of capacity to maintain and improve productivity and occupancy levels of the network
Tactically manage day to day workflow needs in real-time
Maintain site shrinkage reporting
Build and maintain strong relationships with key stakeholders to ensure shared objectives are met
Represent the site in all staffing and planning calls as appropriate
Participate in/drive Lean initiatives through Kaizen efforts
Ensure Workgroup Standardization guidelines are enforced
Able to execute and own projects to completion
Able to work in a Multiple Site, Multiple Time zone environment.
Comfort/experience communicating and influencing across job levels with both internal and external partners
BA or BS degree in business or a related field is preferred
SQL knowledge (Mysql, TSQL, Oracle)
Have previous experience using different forecasting models. Apply Now
Source: jobs365
