Position Expectations

· Be a leader and role model in the site and an ambassador for the department

· Build short term forecasting models

· Understand call center basics (occupancy, productive to labor (PTL), shrinkage, attrition, etc.)

· Educate network population on Workflow practices

· Maintain close communication with other support teams and Program Management Teams.

· Be accountable to analyze service level performance at the network level

· Proactively react and/or escalate any blockers or risks to meeting staffing/service levels

· Maintain and analyze all Workflow reporting

· Own the management of capacity to maintain and improve productivity and occupancy levels of the network

· Tactically manage the day to day workflow needs in real-time

· Maintain site shrinkage reporting

· Build and maintain strong relationships with key stakeholders to ensure shared objectives are met

· Represent the site in all staffing and planning calls as appropriate

· Participate in/drive Lean initiatives through Kaizen efforts

· Ensure Workgroup Standardization guidelines are enforced

· Able to execute and own projects to completion

· Able to work in a Multiple Site, Multiple Time zone environment.

· Comfort/experience communicating and influencing across job levels with both internal and external partners

BASIC QUALIFICATIONS

· Must be in good standing with an exemplary attendance and timekeeping pattern

· Must be consistently meeting performance targets in current position

· Must have completed NQF Level 4 or equivalent Qualification

· 1 year experience in scheduling, planning or other components of managing and planning workflow capacity within the Amazon Organization or experience in a leadership role in Amazon or elsewhere.

· Excellent analytical and mathematical skills

· Strong command of Excel and other MS Office programs

· Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement

· Ability to push back, foresee potential issues, and advocate for relentless improvement

· Ability to easily deal with ambiguity

· Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change

· Ability to make independent, sound decisions that affect the experience of thousands of Amazon customers and hundreds of CS associates all over the globe

· Ability to communicate effectively in English (verbally and written)

PREFERRED QUALIFICATIONS

BA or BS degree in business or a related field is preferred

SQL knowledge (Mysql, TSQL, Oracle)

Have previous experience using different forecasting models.

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