Required Post for the Workflow Analyst

Job Description

Job summaryThe Bad Actor Disincentives (BAD) team is responsible for removing the incentive for Bad Actors while accurately and fairly paying millions of third-party sellers along with disrupting the bad actor flywheel and change the economics of abuse within our store. The team works to ensure that bad actors cannot profit from using our services to abuse customers, selling partners and Amazon. To accomplish this mission, we withhold funds from bad actors, deny our fulfilment network to bad actors as a means to scale their abuse and ensure that counterfeit/illegal inventory is destroyed, prevent seller credit abuse, identify and disrupt bad actor spare accounts, and generate insights to help CTPS understand where bad actors are prioritizing their efforts. While we obsess over customers, we specialize in obsessing over bad actors to identify their friction points and multiply them exponentially in ways that don t impact good sellers. Our vision is to ensure Bad Actors never receive a dollar from selling on Amazon and abusing our policies. This is done with minimal friction for good sellers, clearly communicated policies, and accurate calculations. If we successfully achieve our vision, then Bad Actors will stop committing misconduct on Amazon.Responsibilities: Ensure schedules are generated on a regular basis to maximize efficiency of resourceso Work with Bad Actor Disincentives operations leaders in getting timely update on work shiftso Manage (Approve / Reject) time offs based shrink goal for each siteo Capture and update NPT (Site wide meetings, 1:1s, Meetings, Trainings) basically all non-case activities in CSSM to ensure we have visibility to future staffing s with shrinkage and call out gaps and riskso Manage (Approve / Reject) Shift swap request Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations Provide and maintain Intra-day Performance and hygiene reports Ensure data integrity within WFM system Run quarterly Shift Bids and assist managers with data to volunteer engineers on preferred shifts Capture, store and report on historical statistics Intraday real time monitoring of service levels for all queues at all sites. Real time monitoring of agents performance from all teams at all sites. Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Have a real time communication with the WFM team and operations when call outs or changes need to be done Support changes within routing profiles Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and KPI s Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met Review tickets assigned to the WFM team that require real-time assistance to different stakeholders Review and process schedule changes and requests in real-time Provide assistance to the WFM team as needed
• Provide support to Data and MIS specialist in BAD on Capacity Planning, Forecast and create project plans.
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• Experience in a Workforce Management role as a Scheduling and RTA Analyst.
• Experience of Capacity planning and Forecast in larger operations team.
• Experience with WFM platforms
Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently Advanced skills using Microsoft Excel in a business environment Ability to prioritize and meet tight deadlines Analytical with attention to detail Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions

Keyskills :
forecastingroot cause analysisworkflow analysisreal time monitoringdeliveryroot causeoperations