This post has expired! It was posted more than 102 days ago.
Employer/Recruiter is no longer accepting applications.
Last modified: 24 Aug 2020 05:40:10 GMT
Role : Workforce Analyst - Scheduling
Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments.
Manages non-productive time request process, ensuring activities are planned without impacting SLAs.
Responsible for the onboarding of new hires into scheduling system.
Reviews and processes schedule change requests.
Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7.
Leads weekly staffing review meetings detailing previous and current week s performance and forecasted performance of remainder of current week and next week, while also identifying risks.
Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other off phone activities.,
Academic qualification: Graduation & above
4+ years experience in a Contact Center scheduling role required
Demonstrated experience and success in WFM or Operations oriented projects in Contact Centers.
Demonstrated experience managing routine scheduling and RTA work in multi-channel global contact center environments including phone, email and chat.
Analytical and solid communications skills are essential to be successful in this role
Advanced skills using Microsoft Excel in a business environment
Speaking-listening-writing skills, attention to details, proactive self-starter
Hands on experience in managing Aspect is highly desirabl
Scheduling of associates based on interval wise volume delivery pattern in Aspec
Breaking down monthly, weekly and daily volume into interval level volume distribution by following historical trend
Schedule staffing following interval wise volume requirement and DOW distribution
Forecasting of interval level AHT following historical trend
Maintaining headcount database based on joiners and leavers update
Conducting shift bid process to help shift rollover for agents
Optimizing breaks, meeting and other non-productive times by following staffing over under/gap
Adjusting schedules for offshore delivery centers based on change in DST (day light saving)
Amazon.com opened on the World Wide Web in July 1995. The company is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. Customer reviews, 1-Click shopping, personalized recommendations, Prime, Fulfillment by Amazon, AWS, Kindle Direct Publishing, Kindle, Fire phone, Fire tablets, and Fire TV are some of the products and services pioneered by Amazon.
Contact email: [email protected]
Application End date. 30 Sep 2020