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At Amazon, innovation is not just a buzzword; it’s a way of life. The Worldwide Capacity Planning team is on the lookout for a dynamic Senior Workflow Analyst to join their ranks. This is an opportunity to be a part of the engine that drives the most customer-centric company on earth. If you’re ready to make history and passionate about elevating performance, this might just be the role for you.
Job Description
| Company Name | Amazon |
| Industry | E-Commerce |
| Position | Senior Workflow Analyst |
| Qualifications Required | Bachelor’s Degree or Equivalent + more below |
| Experience | 1 – 4 years |
| Location | Bangalore, Hyderabad, Noida |
Overview of the Role:
As a Senior Workflow Analyst, your primary focus will be on optimising staffing, creating and maintaining schedules for Customer Service Associates (CSAs), and ensuring the achievement of service level and productivity goals. This role requires a combination of analytical prowess and a strategic mindset, navigating a spectrum of problem-solving situations from strategic planning to real-time adjustments.
Senior Workflow Analysts Key Responsibilities:
1. Optimising Staffing: Drive optimal staffing to enhance site performance.
2. Scheduling Mastery: Create and maintain CSA schedules to meet service level and productivity goals.
3. Adaptability: React to changes in call volumes and handling times, adjusting staffing levels accordingly.
4. Proactive Issue Identification: Collaborate with data to identify and address issues proactively.
5. Global Coordination: Work closely with the Worldwide Capacity Planning team to represent site capacity accurately.
6. Standardisation Advocate: Act as a point of contact for the Global WF standardisation project, locally launching initiatives for efficiency.
7. Contribution to Global Workflow Projects: Contribute to worldwide workflow projects, focusing on standardisation workstreams.
8. Network-Level Collaboration: Coordinate with operations at the network level to resolve constraints and engage resources proactively.
9. Stakeholder Engagement: Collaborate with various business stakeholders and regions to balance resources at the network level.
10. Initiative Ownership: Own or co-own flexibility and efficiency-related initiatives at the site, sharing best practices globally.
Location:
The opportunity is open for candidates to work from Bangalore, Hyderabad, or Noida, underscoring Amazon’s commitment to a diverse and global workforce.
Basic Qualifications:
– Bachelor’s degree or equivalent.
– Proficiency in defining requirements and using data and metrics for business insights.
– Experience with MS Excel, VBA, SQL, Data Warehouse, or business intelligence systems.
– Automation skills and experience in BI/automation.
Preferred Qualifications:
– Familiarity with Workforce Management tools.
– Program/process management experience in high-volume, scalable environments.
– Ability to handle business continuity plans.
– Global environment adaptability and stakeholder interaction skills.
– Proven history of teamwork and a hands-on approach.
– Innovative problem-solving and creative process design skills.
Embark on a career where your analytical skills meet strategic thinking, where you drive innovation and impact on a global scale. Join Amazon’s Worldwide Capacity Planning team as a Senior Workflow Analyst and be a part of shaping the future of customer service. Your journey begins now.
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