Sunday , February 25 2024

Amazon Jobs Online – Real Time Analyst

Website Amazon

Job Description:

In this role, you will form part of the workforce management team and partner with site operations teams to enable delivery of service levels and productivity targets for all profiles and sites you support. You will understand our business drivers and levers, and will monitor and report intraday actuals against plan, and optimize the workforce to ensure service levels are met, whilst ensuring the workforce is utilized efficiently.

Job Responsibilities:

  • Provide support in monitoring queue states and provide intraday reporting on queue backlogs, incoming volume vs forecast and actual staffing vs plan.
  • Using trends in intraday performance, provide guidance for optimization of the workforce to meet service level, including guidance around Utilization/NPT, Shrinkage and OT within adjusted short-term outlooks.
  • Act as the first escalation point for events triggering unexpected volume or service delivery impacts and partner with the business to provide relevant reporting while the event is ongoing.
  • Provide support to dynamically adjust profile configuration to ensure the optimal balance of productivity and service level delivery across assigned sites and profiles.
  • Review and process VTO/NPT/OT requests in real-time.
  • Provide support in communicating and calling out changes to incoming contact patterns to operations and the broader workforce management team.

Job Requirements:

  • Proven experience communicating and influencing across job levels with both internal and external partners.
  • Demonstrated Excel and other MS Office programs proficiency.
  • High School Diploma as a minimum
  • 2+ years’ experience in real-time analysis or workforce management.
  • Demonstrated ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change.

Qualification & Experience:

  • Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent
  • Database related experience and be able to write complex SQL queries
  • Experience with Workforce Management tools (i.e. Aspect)
  • Basic/Working knowledge of Six Sigma tools and Lean techniques.

Job Details:

Company: Amazon

Vacancy Type:  Full Time

Job Location: Cape Town, Western Cape, SA

Application Deadline: N/A

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