Job Information
Amazon CSCN Workflow Analyst in Dalian, China
Description
At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional analyst who is passionate about raising the performance bar, who can work closely with multiple stakeholders in different geographies, and who has the ability to drive new innovations in the customer service industry to join us in Worldwide Capacity Planning team. The ideal candidate will possess both an analytical background that enables him/her to manage global network planning, and a demonstrated ability to think broadly and strategically about customer service initiatives. She/he will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
Key job responsibilities
Responsible for supporting and enhancing the performance of the site with respect to optimal staffing
Responsible for creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for the site.
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.
Work closely with data to proactively identify issues and take appropriate actions to minimize impact.
Coordinate with WWCP team to accurately represent site capacity and future strategy
Support Global Workflow team standardization project launch locally to improve efficiency.
Contribute to World-wide workflow projects, like standardization work stream (Tools/report/process and etc.).
Coordinate with Operations at network level with resolve the constraint and proactively engage resources by cooperating with Capacity Planning Analyst, Headcount Planner and etc. for long term process.
Work with different business stakeholders and different sites/regions on details to balance resource(shift/cross-support mode) at network level.
Work at flexible time at peak time.
Key job responsibilities
Responsible for supporting and enhancing the performance of the site with respect to optimal staffing
Responsible for creating and maintaining schedules for Customer Service Associates (CSA) to enable the achievement of service level and productivity goals for the site.
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.
Work closely with data to proactively identify issues and take appropriate actions to minimize impact.
Coordinate with WWCP team to accurately represent site capacity and future strategy
Support Global Workflow team standardization project launch locally to improve efficiency.
Contribute to World-wide workflow projects, like standardization work stream (Tools/report/process and etc.).
Coordinate with Operations at network level with resolve the constraint and proactively engage resources by cooperating with Capacity Planning Analyst, Headcount Planner and etc. for long term process.
Work with different business stakeholders and different sites/regions on details to balance resource(shift/cross-support mode) at network level.
Work at flexible time at peak time.
We are open to hiring candidates to work out of one of the following locations:
Dalian, 21, CHN
Basic Qualifications
Fluent English with both verbal and writing proficiency
Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent.
3+ years in a call center environment or a risk management environment.
2+ year of experience in Workflow.
MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms: VBA, MS Excel, MS Access, SQL and/or MS Access skills required.
Preferred Qualifications
Japanese Language Communication
Experience with the Workforce Management tools
Automation skills and experience of working on BI/automation, experienced in Python
Experience in managing programs/processes in high-volume, scalable environments
Ability to work in a global environment and interact with global stakeholders.
A history of teamwork and willingness to roll up one’s sleeves to get the job done.
Innovative and creative in finding solutions/ designing improved methods, systems and processes
Ability to deflect decisions with data points, foresee potential issues, and advocate relentlessly for improvement.
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