Job Details

Workforce Analyst ADS

Company name
Amazon.com, Inc.

Location
Cambridge, MA

Apply for this job






7 hit(s)  

Profile

Job DescriptionThe Amazon device team designs & engineers high profile consumer electronics, including the best-selling Kindle family of products. We have also produced groundbreaking devices like Fire tablets, Fire TV, and Amazon Echo. We provide customers a fully integrated service with instant access to over 27 million movies, TV shows, magazines, newspapers, books, songs, apps, and games. The speech data services team is part of Amazon\u2019s speech platform organization that provides speech recognition capabilities for a variety of Amazon products and searches, most visibly, the recently launched Amazon Echo product. Requirements· Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting. · Responsible for the assignment of tasks to the operations by optimizing the usage of workforce. · Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition) for ADS planning ensuring that all changes successfully inter-operate with existing operational processes. · Work with operational and support teams to effectively plan short term non-productive time · Work closely with data associates and team leads to pro-actively identify issues and take appropriate actions to minimize impact · Assist the development of Workforce Management & Scheduling system by partnering with in-house technology teams · Running \u201cwhat-if\u201d scenarios for associate staffing and make proper use of statistical tools. · Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates. · Lead and participate in global ADS projects and initiatives. He/She will own providing optimal solutions for upcoming initiatives. · Proactively identify service improvement opportunities and ensure continuous improvement within Capacity Planning across strategic and tactical forecasting, advisor scheduling, metric reporting and real-time delivery. · Candidates with superior analytical skills in any industry are encouraged to apply.
Basic Qualifications· Bachelor\u2019s degree · 3 years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE\u2019s) or with data analysis · Experience with process design and documentation.
Preferred Qualifications· Proven planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity. · Demonstrated analytical, problem solving and decision making skills that foster developing creative solutions. · Proficiency in scripting, querying and/or analytics tools: SQL, R, SAS, or similar tool · Ability to deep dive, conduct root cause analysis and implement corrective actions · Experience working with speech and/or language data · Flexible, people oriented and able to work in a team environment. · Experience exercising strong oral, written, listening and interpersonal skills · Excellent customer focus and bias for action. · Prior experience in data mining and analysis in any industry. · Ability to develop presentations and a proficiency in MS Office suite

Company info

Amazon.com, Inc.
Website : http://www.amazon.com/

Company Profile
Amazon, a Fortune 500 company based in Seattle, Washington, is the global leader in e-commerce. Since Jeff Bezos started Amazon in 1995, we have significantly expanded our product offerings, international sites, and worldwide network of fulfillment and customer service centers. Today, Amazon offers everything from books and electronics to tennis rackets and diamond jewelry. We operate sites in Canada, China, France, Germany, Italy, Japan, Spain and United Kingdom and maintain dozens of fulfillment centers around the world which encompass more than 26 million square feet.

Similar Jobs:
Boston office is seeking a bankruptcy partner with $1 Million plus in business.
CFO
location Southborough, MA
Reporting to and partnering with the Chief Executive Officer (CEO), the Chief Financial Officer (CFO) will play a critical role in developing and implementing the national strategy for EFI. As a member of the executive leadership ...
Chief Compliance Officer
location Lynn, MA
As an inclusive company, Eastern Bank works to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a...
EmploymentCrossing is great because it brings all of the jobs to one site. You don't have to go all over the place to find jobs.
Kim Bennett - Iowa,
  • All we do is research jobs.
  • Our team of researchers, programmers, and analysts find you jobs from over 1,000 career pages and other sources
  • Our members get more interviews and jobs than people who use "public job boards"
Shoot for the moon. Even if you miss it, you will land among the stars.
EmploymentCrossing - #1 Job Aggregation and Private Job-Opening Research Service — The Most Quality Jobs Anywhere
EmploymentCrossing is the first job consolidation service in the employment industry to seek to include every job that exists in the world.
Copyright © 2016 EmploymentCrossing - All rights reserved.