Workforce Analyst, Workforce Management

hace 5 días

Barcelona, España Amazon Spain Services, S.L. A tiempo completo

A Bachelor’s degree or higher
- 2+ years in Workforce management (WFM) or 3+ years in Project Management and Business Analysis experience
- Proficient in Microsoft Excel
- Excellent analytical and mathematical skills
- Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.

Job summary

As a Workforce Management (WFM) Analyst, you will monitor all issues that impact service levels and take preventive & corrective actions and perform root cause analysis to address the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. In this role you will experience a wide range of problem solving situations that require immediate real time intervention.

Key job responsibilities
- Monitor intraday performance of call volume and staffing levels across multiple locations, to ensure ongoing service performance is maintained, identifying and responding to periods which require remediation tactics (e.g. adjusting schedules, canceling offline activities, procuring Overtime).
- Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations.
- Coordinate with outsourced service providers daily, to ensure staffing performance is meeting or exceeding acceptable standards.
- Adjust routing schemes and realign resources to optimize coverage and service based on skill set and priority, across multiple sites.
- Recognize and initiate escalation process for systems outages and submit problem tickets to the help desk, and initiate appropriate tactics to ensure service levels are maintained.
- Maintain and track accurate records of attendance, and time off usage via Workforce Management system.
- Provide feedback, analysis and reporting of relevant trends, such as: call performance stats, call arrival patterns, staff productivity, attrition rates and resource allocation.

About the team

Within Amazon, the Selling Partner Support (SPS) Organization’s goal is to enable sellers, vendors, and brand owners of any size by helping them build the business they want. We obsess over the provision of world class support, technical assistance and account management services to our global partners. We strive to predict our customers' needs, create innovative self-help tools and provide solutions to help them better serve their own customers and grow their businesses. We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance.
- 2+ years experience working with one or more workforce management systems such as EWFM or IEX

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