Amazon · 20 hours ago
SPS WFM Analyst, Selling Partner Support
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H1B Sponsor Likely
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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
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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
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
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)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
Kleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO· undefined
Recent News
MarketScreener
2024-12-04
Company data provided by crunchbase