Description

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience. Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Selling Partner Review Team designs and implements policies, tools and technology innovations to protect customers. We are looking for a Risk Manager with good analytical and investigative skills who will be relentless in protecting our Customers.

We are looking for an exceptional Workforce Management (WFM) Scheduling Analyst.

Key Responsibilities

• Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments.

• Manages non-productive time request process, ensuring activities are planned without impacting SLAs.

• Responsible for the on boarding of new hires into scheduling system.

• Reviews and processes schedule change requests.

• Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7.

• Leads weekly staffing review meetings detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks.

• Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other off phone activities.

We are open to hiring candidates to work out of one of the following locations:

Bangalore, KA, IND | Hyderabad, TS, IND

Basic Qualifications

• 2+ years’ experience in Contact Center support role required.

• Demonstrated experience and success in WFM or Operations oriented projects in Contact Centers.

• Demonstrated experience managing routine scheduling and RTA work in multi-channel global contact center environments including phone, email and chat.

• Analytical and solid communications skills are essential to be successful in this role

• Advanced skills using Microsoft Excel in a business environment

• Speaking-listening-writing skills, attention to details, proactive self-starter

Preferred Qualifications

• Bachelor's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred.

• Experience managing Aspect or IEX IDPs highly desirable.