Position Responsibilities:
• To Analyze HC requirement based on recent volumes, trends and reporting it to LT team for visibility and discussion
• Monitoring real-time performance, adjusts off-line activities and provide guidance to leadership to ensure a consistent customer experience
• Ensure that Operational metrics like service levels, occupancy, PTL, utilization etc. are being met by all Orgs/skills at daily level
• Reviewing weekly data of reports share by WFM on efficiency and daily metrics and provide insights on WBR/MBR/YBR narratives
• To liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics
• To ensure timely closure on all planning related activities like training & QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning etc.
• To ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short term deficits
• To mentor and develop fellow RTAs with all WFM required skills and knowledge
• To deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs)
• To ensure expected processes are followed by Operations, invent & simplify current processes to remove waste or non-value enablers
Experience/Skills
• Strong understanding of MHLS business and events impacting business
• Strong numerical and analytical skills
• Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances
• Demonstrated ability to communicate effectively in a multi-cultural environment
• Demonstrated ability to work under pressure
• Demonstrated effective time management skills
• Ability to effectively interact with employees at all levels of the organization
• Ability to maintain confidentiality
• Demonstrates effective communication and public speaking skills
• Able to give and receive feedback effectively
• Positive and enthusiastic work ethic
• Demonstrates resilience, drive and ownership for own personal development
• Strong attention to detail
• Ability to multitask
Basic qualifications
5+ years of WFM Management experience
resources
Experience in contact center operations
Bachelor's degree
Solid proven experience in a live queue contacts environment
Solid proven experience using contact center technology
High proficiency in Microsoft Excel
Experience in Contact Center Operations
Exceptional analytical skills
Preferred qualifications
5+ years of Human Resources experience
BASIC QUALIFICATIONS
- 3+ years of human resources experience
- Experience with HR processes and systems
PREFERRED QUALIFICATIONS
- Experience with process improvement and stakeholder management
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.