Specialist - Global Command Center

Job Description

DESCRIPTIONLove data as much as we do Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions Do you like to innovate and simplify Want to influence at Amazon We have the career for you.The ACCS Planning organization owns the end-to-end workforce planning and execution of Amazons candidate service network. Our forecasting, headcount planning, scheduling, and real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon. We are looking for people to fix the issues impacting candidate experience in real time and plan, implement/improve the new/existing processes & tools with a focus on standardization and automation of real time management processes.ACCS-GCC is the global command center for Amazon WFS CS with core responsibility of real time service level management (candidate experience) and occupancy management (cost). In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to candidate experience. With a view on continuous improvement, GCC also drives multiple projects aimed at standardization & automation of real time management processes.We are seeking a motivated individual with a strong planning and operations background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail.Business/Team IntroductionThe Amazon Global Workforce Staffing (WFS) Organization is a critical element in bringing on talent to deliver our customer experience around the globe. Our team hires over 700k hourly associates annually and is growing to more than 1M in the next 24 months; WFS is performing an historic and unprecedented task to bring new people to work for Amazon Operations.The Amazon s Candidate Connection Services (ACCS) team is one branch of WFS which provides email, chat and phone support to candidates applying for jobs with Amazon. This customer service for candidates removes technical barriers in the hiring process, relieving local HR and Staffing teams from providing Tier 1 candidate support. Candidate Services standardizes candidate messaging and collects actionable data on candidate issues.JOB RESPONSIBILITIES Real time monitoring of all network skills: SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time. Emergency message posting. Priority queue (PQ) / Visibility Threshold (VT) / Preserve Avail (PA) setup based on SL and occupancy performance. NPT cancellations if required, drive OT requests. Occupancy Management (including VTO decisions, NPT approvals). Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams. Intraday Reporting (including callouts)., Bachelors degree with good academic record. 4+ years of WFM and Command Center experience. Demonstrated ability to work in a team and assist team members on complex issues. Ability to dive deep, data interpretation, logical reasoning and analytical skill set. Proficient in MS Excel, SQL and working on databases (good to have). Ability to analyze the interval wise data and build root cause analysis by seeking details from various sources. Flexibility to work in a 24x7 environment. Ability to meet deadlines, prioritize workloads, develop new ideas and creative solutions to very ambiguous problems. Ability to work successfully in a dynamic, fast-paced environment. SQL, VBA or any other programming language. Excellent communication skills (verbal and written). Ability to support projects and initiatives. Ability to manage ambiguous situation. Natural curiosity and desire to learn.Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Keyskills :
workforce planningcontinuous improvementbehavioral trainingcustomer servicecustomer experiencesqlincident managementvbaroot cause analysisreal time monitoringdata interpretationcommunication skillscreative solutions