- Create and accurately maintain CS Associate shift schedules that are optimally planned to meet the site's short term forecast requirements and service levels
- Monitoring actual staffing levels against plan and taking the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes to improve service levels
- Effectively plan and monitor CSA adherence to assigned schedule
- Monitor adherence to KPIs, effectively plan for nonproductive activities and escalate any areas for development
- Maintain CS Associate skill matrix for the site, Management of profiles in the Automated Call Distribution system, Seating and Transportation Plan for site and skills
- Work in support of Workflow Manager, Ops Manager and in partnership with Capacity Planning team to build strong relationships and drive consistency, automation of the process and maintenance of reports
- Keeps track of skills wise movements and Attrition to support Workflow Manager and Operations manager in making decisions about internal movements/Job postings and Hiring plan.
- Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages
- Experience defining requirements and using data and metrics to draw business insights
- Experience in financial/business analysis
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Workforce Management - Cork, Ireland - Amazon Ireland Support Services Limited - A94
Description
Amazon is guided by four principles: customer obsession, passion for invention, commitment to operational excellence, and long-term thinking. Amazon strives to be Earth's most customer-centric company, Earth's best employer, and Earth's safest place to work.We are recruiting for a passionate and customer obsessed Workforce Management (WFM) Analyst to join the EU Capacity Planning (CP) team with responsibilities for short term planning, supporting Customer Services in the EU region.
We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks/acts globally, who has the ability to contribute major new innovations in the industry and who is a strong communicator and networker to build successful working relationships not only within his own site but across the EU network to join us as a EU Workflow AnalystKey job responsibilities
We are EU Capacity Planning and we cover every aspect of the Customer Service Associate (CSA) planning cycle, from strategic long-term planning of required headcount to short-term tactical planning through to real-time management.
We believe we are pivotal to the ongoing success of Amazon CS and we deliver innovative solutions to complex planning problems.
We think differently about planning and we deliver for nine separate countries across Europe.Our team consists of more than 60 team members located in nine countries globally.
Our network is growing in both scale and complexity, and we need smart, innovative individuals to help us design market-leading tools and processes to meet the needs of an increasingly demanding customer base.
Put simply, we start with our customers and work backwards using hard data and customer anecdotes.We are open to hiring candidates to work out of one of the following locations:
Cork, CO, IRL
BASIC QUALIFICATIONS
