Amazon Jobs 2022 Apply Online Workforce Management (WFM) Analyst vacancy Jobs in Across India - News

Amazon Jobs 2022 Apply Online Workforce Management (WFM) Analyst vacancy Jobs in Across India was updated on 26th August 2022​, Candidates can apply online @fresherslive.com

Last Updated: Aug 26, 2022 05:10 AM | FL Admin

Amazon Jobs 2022 Apply Online Workforce Management (WFM) Analyst  vacancy Jobs in Across India - News
Workforce Management (WFM) Analyst Job Vacancy in Across India apply Amazon Jobs 2022

Amazon Careers 2022 Notification Overview

JOB DETAILS

Company Name
Amazon
Job title
Workforce Management (WFM) Analyst
Role
Education
Location
Experience
2-5 Years
Salary
Not Mentioned

Job Profile



DESCRIPTION

Since 1995, Amazon has focused on being 'the world's most customer centric company.' Our customers are worldwide, and include not just consumers, but also our sellers. World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. Over 2 million sellers offer new, used, and collectible selections to Amazon customers around the world. To meet our sellers' needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas.

Who we are. Within Amazon, the Selling Partner Support (SPS) Organization's goal is to enable sellers, vendors, and brand owners of any by helping them build the business they want. We obsess over the provision of world class support, technical assistance and account management services to our global partners. We strive to predict our customers' needs, create innovative self-help tools and provide solutions to help them better serve their own customers and grow their businesses. We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance.
Who you are. As a Workforce Management (WFM) Analyst, you will monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. In this role you will experience a wide range of problem solving situations that require immediate real time intervention.
Responsibilities:
Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics (e.g. adjusting schedules, canceling offline activities, procuring Overtime).
Monitor, record, and escalate real-time schedule adherence impacts including tardiness, absenteeism, and other schedule deviations.
Coordinate with outsourced service providers daily, to ensure staffing performance is meeting or exceeding acceptable standards.
Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority, across multiple sites.
Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk, and initiate appropriate tactics to ensure service levels are maintained.
Maintain and track accurate records of attendance, and time off usage via Workforce Management system.
Provide feedback, analysis and reporting of relevant trends, such as: call performance stats, call arrival patterns, staff productivity, attrition rates and resource allocation.

BASIC QUALIFICATIONS
  • 2+ years experience in program or project management

Bachelor's degree in statistics, applied mathematics, computer science, engineering, or closely related concentrations.

3+ years' experience in Contact Center Workforce Management position required.

PREFERRED QUALIFICATIONS

Proven expertise knowledge with Aspect WFM tool.

Proficient in Microsoft Advanced Excel.


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OTHER DETAILS

Key skills
Workforce Management (WFM) Analyst
Industry
Internet/ E-commerce
Summary
DESCRIPTION Since 1995, Amazon has focused on being "the world's most customer centric company." Our customers are worldwide, and include not just consumers, but also our sellers. World-class retail brands and individual sellers increase their sales
Last Date
2022-10-03

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