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Workforce Management
4 months ago
Key job responsibilities
We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks/acts globally, who has the ability to contribute major new innovations in the industry and who is a strong communicator and networker to build successful working relationships not only within his own site but across the EU network to join us as a EU Workflow Analyst
The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
We are looking for a candidate with experience in workforce scheduling procedures, strong excel knowledge and a candidate with strong mathematical/analytical skills.
The Workflow Analyst is responsible for ensuring multiple Customer Service sites meet service levels by staffing planning, work mix blending and call queue adjustments, and overall management of workflow across the Customer Service network.
The Workflow Analyst is responsible for supporting and enhancing the performance of all sites within his/her portfolio with respect to optimal staffing of Customer Advocates. The Workflow Analyst is primarily responsible for creating and maintaining schedules for Customer Service Associates (CSAs) to achieve service levels and productivity goals for the site. The Workflow Analyst 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/weekly/Monthly 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 Analyst will 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, Facilities team like IT and Transportation, HR and ERC (Employee Resource Center) team, Training team and workflow teams from other Internal and Outsourcing sites.
Key job responsibilities
- Create and accurately maintain CSA shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and SLs (Service Levels)
- Monitoring actual staffing levels against plan and taking the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes to improve service levels
- Effectively plan and monitor CSA adherence to assigned schedule
- Effectively plan non-productive activities
- Monitor adherence to AHT (Average Handling Time), AUX (non-productive time limits) and CSA productivity and escalate any areas for development or recognition
- Maintain CSA skill matrix for the site, Management of CSA profiles in the ACD (Automated Call Distribution) system, Seating and Transportation Plan for site and skills
- Connect and network with all relevant stake-holders, including but not limited to operations management, process improvement/quality assurance/customer experience/delivery experience teams
- Work in partnership with the Capacity Planning team to build strong relationships and drive consistency, and automation of the process.
- Support Workflow Manager and Operations manager by maintaining accurate records of planned and required headcount in each of the skills/OU/Mediums week over week.
- Keeps track of skills wise movements and Attrition to support Workflow Manager and Operations manager in making decisions about internal movements/Job postings and Hiring plan.
- Responsible for Automating and maintaining reports to be used in reporting on service level misses. Also, automates tool that will enable completion of root cause analysis and production of corrective action plans for SL misses
- Develop self-service solutions for Workflow’s primary stakeholders to reduce administrative overhead and increase time for value-adding activities, making the whole team more scalable and fit for future challenges
About the team
We are EU Capacity Planning and we cover every aspect of the Customer Service Associate (CSA) planning cycle, from strategic long-term planning of required headcount to short-term tactical planning through to real-time management. We believe we are pivotal to the ongoing success of Amazon CS and we deliver innovative solutions to complex planning problems. We think differently about planning and we deliver for nine separate countries across Europe.
Our team consists of more than 60 team members located in nine countries globally. Our network is growing in both scale and complexity, and we need smart, innovative individuals to help us design market-leading tools and processes to meet the needs of an increasingly demanding customer base.
Put simply, we start with our customers and work backwards using hard data and customer anecdotes.
We are open to hiring candidates to work out of one of the following locations:
Edinburgh, SCB, GBR
BASIC QUALIFICATIONS
- Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages- Experience defining requirements and using data and metrics to draw business insights
PREFERRED QUALIFICATIONS
- Experience in financial/business analysis