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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
At Amazon we believe that every day is still day one. We are 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 the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining the amazing Disability & Leave Services Team.We are seeking a motivated, analytically driven workforce/real-time professional to oversee end-to-end inventory and real-time management to support DLS Operations. This position will focus on the real-time preparedness in planning the right people, at the right times, with the right skills, to ensure we are providing a world-class service to our customers. This candidate should have an analytical mindset and workforce management experience to be able to provide analytical insights into previous day and real-time deviations from the tactical Workforce plan.Key Responsibilities: Intraday real time monitoring of service levels for all DLS Services skills. Real time monitoring of agents performance from all DLS Services teams. Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals Communicate and callout changes to incoming contact patterns to operations and the WFM team Have a real time communication with the WFM team and operations when callouts or changes need to be done Support changes within routing of the skills or profiles Update and send reports related to the performance of DLS operations including but not limited to shrinkage, occupancy and NPT usage Build and maintain strong relationships with key stakeholders from all countries supporting DLS Services to ensure shared objectives are met Review TTs assigned to the WFM team that require real-time assistance to different stakeholders Review and process VTO/NPT/OT requests in real-time Provide assistance to the WFM team as needed, BASIC QUALIFICATIONS 6+ months of WFM or DLS experience Solid proven experience in a live queue or case management environment Solid proven experience using workforce management tools High proficiency in Microsoft Excel Exceptional analytical skills Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders Analytical with attention to detail PREFERRED QUALIFICATIONS Bachelor s degree or equivalent Advanced skills using Microsoft Excel in a business environment Ability to prioritize and meet tight deadlines Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions Proven ability to build relationships quickly
Keyskills :
routingexcelbusinesshistorywfminventorycase managementleave of absenceprofessional servicesdlsprofessional liabilityjoiningttsbasicplanning