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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Statistics / Analytics |
| EmploymentType | Full-time |
Amazon.com is looking for a Workforce Management Analyst to support different services across Recruitment Services. The Workforce Management Analyst will understand how to manage transactions across a network of input channels. Who is passionate about their work, and has the ability to contribute new innovations.The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges.Responsibilities: Develop and maintain a staffing and scheduling requirements for all the services Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority, across multiple sites. Maintain and track accurate records of PTO accruals, attendance, and time off usage via Workforce Management system. Provide feedback, analysis and reporting of relevant trends, such as: performance stats, transactions arrival patterns, staff productivity, attrition rates and resource allocation. Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence. Detail-oriented and must have an aptitude for solving unstructured problems. The role will require the ability to extract data from various sources and to design/construct/execute complex analyses to finally come up with Staffing /Scheduling/data/reports that help solve the business problem., The candidate should be a creative and analytical problem solver, who is comfortable in a fast-paced, multi-tasked, high-energy environment. They should be able to demonstrate a history of commitment to exceptional customer experience, bias for action, high level of dedication, enthusiasm, motivation, and intelligence. Should have minimum twelve months of experience in Workforce Management. Bachelors degree in Business, Engineering, Statistics, Computer Science, Mathematics or related field. Basic working knowledge of SQL and any reporting tool. Strong command on Excel and other MS Office programs Demonstrated experience in preparing and executing presentations of technical and business level data. Ability to meet tight deadlines and prioritize workload Excellent speaking-listening-writing skills, attention to details, proactive self-starter and highly motivated team player Positive and enthusiastic work ethic. Experience in HR Operations. Analytical mindset and ability to see the big picture and influence others. Strong oral, written and presentation skills combined with the ability to lead group discussions and explaining complex solutions.
Keyskills :
workforcemanagement presentationskills forecasting servicelevel contactcenter delivery biasforaction computerscience citrix billing customerexperience blackbelt groupdiscussions msoffice ealtimemonitoring