Workflow Manager

Job description

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 analytical person who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Workflow Manager. 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.
Internal job description
· Operationalize capacity plans for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost efficiency and ensure its tactical execution.
· Act as Key onsite POC for WWCP: cascade WWCP requests and coordinate with local OPS.
· Communicate, track and asses on any risks related to OPS flex targets: OT, Back up, cross-trainings.
· Manage stakeholders' expectations and build excellent communication with internal customers.
· Mitigate capacity risks by managing dependencies across multiple operating units and markets.
· Coordinate with Operations, Capacity Planning and Finance teams to analyze historical data and proper staffing needs.
· Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key \Performance Indicators.
· Support local site management to optimize staffing requirements.
· Manage SLA through Phone/chat/Email monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA and productivity.
· Fully leverage existing technology, including global standardization of reporting.
· Challenge existing processes looking towards optimization and being effective implementing improvements
· Hire and manage the local Workflow Analysts and associates team.
· Hire, develop and retain the human talent required to work in an analytical, demanding and ambiguous environment.

Desired profile

BASIC QUALIFICATIONS

· BS Degree in a quantitative field (engineering, economics, math, stats)
· Fully understanding of CS Staffing plan model and Amazon WF metrics.
· Experience managing teams with analytical profiles.
· Fully management of CSSM tool: Scheduling and Production hours process.
· Experience on CS insight report production and analysis.
· Experience building and analyzing models using various statistical tools for forecasting and optimization.
· Excellent communication and negotiation skills
· 2+ years' experience in data analysis and reporting
· Proficient in Microsoft Excel, Access and SQL