RCO WFM Analyst

Description

The Registration & Compliance Operations (RCO) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ill-intentioned. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace. RCO provides/delivers Seller Registrations & Compliance operational processes/services (24x7) to Amazon external Customers as well as different Amazon stakeholders including Registrations Compliance Services (RCS) and Seller Services.

Delivery Of Performance

• Responsible for queue, skill and profile management adjusting staffing in line with volume.
• Interprets and communicate data impacting the current Service level including shift in arrivals, schedules, productivity that could impact Service level and seller experience.
• Deliver root cause analysis to identify misses in SLA's through deep dives of data
• Provide inputs on new metrics and tools
• Drives the implementation of new metrics and tool's along with supporting the change management process involving staff and workforce initiatives.
• Escalate all major issues and notify workforce managers whether they're in operations or the affected businesses ensuring the right people know of the incident at the right time.
• Communicates effectively both verbal and written form on all interactions within and outside of the Workforce Management team. Especially when engaging stakeholders on specific Adherence issues.
• Produce and own daily, weekly and monthly reporting on performance goals

Basic Qualifications

• Experience in Workforce Management software, ie: Aspect, IEX
• Experience in Workforce Management (minimum 9 months)
• Good numerical & analytical skills.
• Good technical skills: intermediate to advance knowledge of Microsoft Excel, Outlook, Word, PowerPoint.

Preferred Qualifications

• Demonstrated ability to influence stakeholders through effective communication written and verbal.
• Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery.
• Data Analysis experience leading to creation of reporting to leadership.
• Ability to meet tight deadlines and prioritize workload.
• Ability to work in a cross-functional environment.