Workforce analyst

755902

Salario confidencial CRC

Toda Costa Rica

Publicado 13 Jun 2018

Admin:servicios generales

1 Vacante

Administración de Empresas / Otras


Sector de la vacante:
Servicios

Descripción general

******.*** 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 - ******.*** continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
We are looking for an exceptional Workforce Management (WFM) Real Time Adherence (RTA) Analyst, who is passionate about their work, understands how to manage calls across a network of contact centers, and who has the ability to contribute new innovations to the within the Amazon Seller Support Workforce Management Team.

The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning (1-16 weeks in advance).

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 activates, posting extra hours).

Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, abs

Requisitos para aplicar

3+ years of experience in an English contact center environment

3+ years of previous experience as a Workforce Analyst

Proven expertise knowledge with Aspect and/or IEX

Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment

Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders

Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions

Proven ability to build relationships quickly.

Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently

Datos complementarios

755902

Profesional

Administrador

Bachillerato edu. diversificada

Otros servicios

3 años de experiencia

Contrato Indefinido

755902

Elempleo VIP

Te ayudará a aumentar las posibilidades de conseguir el puesto que siempre has anhelado.

Publicidad
Crear alerta de empleo

Recibir anuncios en tu correo.