Easter Seals Jobs

Description

The mission of Payment Risk Operations team is to keep Amazon stores safe and trustworthy by protecting customer accounts from takeover and fraud. As a key pillar within the Customer Trust and Partner Support (CTPS) organization, we protect Customer trust without harming the Customer experience and leverage technology with high judgement human decisions to do this at scale.

Payment Risk Workforce Management team is looking to hire a WFA (Workforce Analyst). The WFA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming non-email and email volume, agent performance and publish assignment adherence reports.

Basic Qualifications

· Demonstrates analytical thinking and problem-solving skills, with a focus on quantitative analysis.

· Maintains composure in challenging situations and communicates clearly with stakeholders at various levels.

· Collaborates effectively with high-impact stakeholders.

· Efficiently manages time and prioritizes multiple tasks to ensure timely delivery.

· Effective usage of large data sets and understanding to perform analysis and deep dives.

· Works effectively in a diverse, cross-functional environment.

· Intermediate knowledge of Microsoft Excel.

· Must be in good standing for the past 6 months.

Preferred Qualifications

· 6+ months of experience in workforce management as a Real Time Analyst for an Individual Contributor role at Level 4.

· Proficient in Microsoft Excel, VBA, and Quicksight.

· Experience using scheduling tools in a workforce environment, such as Alvaria or NICE.