Love data as much as we do? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify? Want to influence at Amazon? We have the career for you.
The WS CS Planning organization owns the end-to-end workforce planning and execution of Amazon's candidate service network. Our forecasting, headcount planning, scheduling, and real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon. We are looking for people to fix the issues impacting candidate experience in real time and plan, implement/improve the new/existing processes & tools with a focus on standardization and automation of real time management processes.
GCC is the Global Command Center for Amazon WS CS with core responsibility of real time service level management (candidate experience) and occupancy management (cost). In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to candidate experience. With a view on continuous improvement, GCC also drives multiple projects aimed at standardization & automation of real time management processes.
We are seeking a motivated individual with a Workforce Management (WFM) background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail.
Key job responsibilities
• Real time monitoring of all network skills: SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time.
• Emergency message posting.
• Priority queue (PQ) / Visibility Threshold (VT) / Preserve Avail (PA) setup based on SL and occupancy performance.
• NPT cancellations if required, drive OT requests.
• Occupancy Management (including VTO decisions, NPT approvals).
• Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams.
• Intraday Reporting (including callouts).
• Write root case analysis (RCA) of any service failure
• Maintain constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.
• Identify irregularities that affect SL and candidate experience, notify the stakeholders and advise them on the required mitigation actions, such as moving flex capacity or minimizing agent non-productive time.
• Thorough understanding of queues / routing profile and perform skill blending and profile modification whenever required.
• Review existing SOP’s and preparing new SOP’s to document the leanings from each incident and daily event
• Effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.
- 6+ months of human resources experience
- 6+ months of customer service experience
- 6+ months of Microsoft Office products and applications experience
- High school or equivalent
- Experience in confidential environments
- 1+ years of human resources experience
- 1+ years of customer service experience
- 1+ years of Microsoft Office products and applications experience
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