200+ applicants

Company

Amazon · 7 hours ago

SPS WFM Analyst, Selling Partner Support

United States

Full-time

Remote

Mid Level

$50K/yr - $107K/yr

3+ years exp

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Responsibilities

Monitors queue performance, provide intraday updates on queue size and longest contact waiting (LCW). Takes actions to resolve or reduce service level impacting issues. Provides clear, concise notification to Operations and Support teams as required.

Compares staffing to forecast requirements. Takes corrective actions as required examples include: Cross OU support, non-productive time cancellation, and OT and/or VTO. Metric reviews including shrinkage, scheduled adherence and contacts handled analysis to improve service levels.

Leverages appropriate operational tools and applications to deep dive Demand (Volume/ACHT) and Staffing impacts. Utilize data to identify root cause and recommend resolving actions.

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.

Recognizes and initiates escalation processes for routing issues or any other incident and initiates appropriate tactics to ensure service levels are maintained.

Provide feedback, analysis and reporting of relevant trends, such as: call performance stats, call arrival patterns, staff productivity, attrition rates and resource allocation.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce Management (WFM)Real-time Service Level ManagementExcel (Intermediate)Excel (Advanced)Requirement GatheringData CleansingVBAProject Management

Required

Bachelor's degree or equivalent

3+ years of program or project management experience

Experience in a highly analytical, results-oriented environment with cross functional interactions

Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

3+ years’ experience on WFM Real-time Service Level management

Preferred

Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field

Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.

Experience in requirement gathering and ability to write clear and detailed requirement document

Benefits

Equity

Sign-on payments

Full range of medical, financial, and/or other benefits

Company

Amazon

Glassdoor

3.7

Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.

Founded in 1994

Seattle, Washington, USA

10,001+ employees

https://amazon.com

H1B Sponsorship

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Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (14000)

2022 (23375)

2021 (15334)

2020 (14558)