Amazon

Workforce Analyst

Job Location:  Hyderabad
Job Description:  SkillSet: " skill matrix", forecasting, citrix, billing, " service levels".
Are you passionate about driving strategic business statistical modelling decisions by solving complex problems utilizing data? Join Amazon's Recruiting Services Analytics (RS Analytics) and help make a difference for all Amazonians worldwide! The RS Analytics team primarily exists to help Amazon employees get timely answers to their questions and solve their complex HR problems. In our quest to be the most scientifically run HR organization in the world, we are currently looking for an Analytics Professional to drive actionable insights through sustainable analytical solutions and develop as an expert on problems related to RS s volume and demand forecasting.
The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
The Workflow Analyst is responsible for ensuring multiple Service offered meet service levels by staffing planning, work mix blending and call queue adjustments, and overall management of workflow across the Recruiting Services.
The Workflow Analyst is responsible for supporting and enhancing the performance with respect to optimal staffing. The Workflow Analyst is primarily responsible for creating and maintaining schedules for Associates to achieve service levels and productivity goals. The Workflow Analyst will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. The Workflow Analyst should also react to changes in daily/weekly/Monthly transaction volumes and handling times by determining the required staffing level changes to ensure delivery of service levels. The successful candidate will be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment.
Primary Job Functions:
Create and accurately maintain shift schedules ensuring that shifts are optimally planned to meet the short term forecast requirements and SLs (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 Associate adherence to assigned schedule
Effectively plan non-productive activities
Monitor adherence to AHT (Average Handling Time), AUX (non-productive time limits) and Associate productivity and escalate any areas for development or recognition
Maintain Associate skill matrix for the site, Management of Associate profiles for Seating and Transportation Plan for site and skills
Connect and network with all relevant stake-holders, including but not limited to operations management, process improvement/quality assurance/customer experience/delivery experience teams
Work in partnership with the Capacity Planning team to build strong relationships and drive consistency, and automation of the process.
Support Workflow Manager and Operations manager by maintaining accurate records of planned and required headcount in each of the skills/OU/Mediums week over week. 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.
Responsible for Automating and maintaining reports to be used in reporting on service level misses. Also, automates tool that will enable completion of root cause analysis and production of corrective action plans for SL misses
Develop self-service solutions for Workflow s primary stakeholders to reduce administrative overhead and increase time for value-adding activities, making the whole team more scalable and fit for future challenges, 3+ years relevant experience in financial/business analysis
Experience defining requirements and using data and metrics to draw business insights
Experience making business recommendations and influencing stakeholders
Experience with SQL
Experience in Excel
Bachelor s degree in a relevant field or equivalent experiences
Excellent planning, time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity
Advanced analytical skills and should provide analysis support on project and new initiatives
Innovative and creative in finding solutions/ designing improved methods, systems and processes
High attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified
Ability to provide sound advice and effective communication with stakeholders, should have interest and ability to work on cross-departmental process-improvement initiatives and projects
Understanding of workforce management programs
Should have minimum twelve months of experience in Workforce Management.
Basic working knowledge of SQL and any reporting tool.
Strong command on Excel and other MS Office programs
Demonstrated experience in preparing and executing presentations of technical and business level data.
Excellent speaking-listening-writing skills, proactive self-starter and highly motivated team player Bachelor s degree in a relevant field or equivalent experiences
Excellent planning, time and project management skills with the ability to deal with multiple demands on time and deal with ambiguity
Advanced analytical skills and should provide analysis support on project and new initiatives
Innovative and creative in finding solutions/ designing improved methods, systems and processes
High attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified
Ability to provide sound advice and effective communication with stakeholders, should have interest and ability to work on cross-departmental process-improvement initiatives and projects
Understanding of workforce management programs
Should have minimum twelve months of experience in Workforce Management.
Basic working knowledge of SQL and any reporting tool.
Strong command on Excel and other MS Office programs
Demonstrated experience in preparing and executing presentations of technical and business level data.
Excellent speaking-listening-writing skills, proactive self-starter and highly motivated team player
Functional Area:  Statistics / Analytics
Experience:  3 - 6 years
Qualification:  ("Graduation in any field")
 
Amazon
Job Ad publication date: 17 Apr 2021