Workforce Management (WFM) Analyst, EU Workflow, EU STP
Amazon
- Co Cork
- Permanent
- Full-time
- Create and accurately maintain CS Associate shift schedules that are optimally planned to meet the site's short term forecast requirements and 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 CSA adherence to assigned schedule
- Monitor adherence to KPIs, effectively plan for non-productive activities and escalate any areas for development
- Maintain CS Associate skill matrix for the site, Management of profiles in the Automated Call Distribution system, Seating and Transportation Plan for site and skills
- Work in support of Workflow Manager, Ops Manager and in partnership with Capacity Planning team to build strong relationships and drive consistency, automation of the process and maintenance of reports
- 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.About the team
We are EU Capacity Planning and we cover every aspect of the Customer Service Associate (CSA) planning cycle, from strategic long-term planning of required headcount to short-term tactical planning through to real-time management. We believe we are pivotal to the ongoing success of Amazon CS and we deliver innovative solutions to complex planning problems. We think differently about planning and we deliver for nine separate countries across Europe.Our team consists of more than 60 team members located in nine countries globally. Our network is growing in both scale and complexity, and we need smart, innovative individuals to help us design market-leading tools and processes to meet the needs of an increasingly demanding customer base.Put simply, we start with our customers and work backwards using hard data and customer anecdotes.We are open to hiring candidates to work out of one of the following locations:Cork, CO, IRLBASIC QUALIFICATIONS- Experience with reporting and Data Visualization tools such as Quick Sight / Tableau / Power BI or other BI packages
- Experience defining requirements and using data and metrics to draw business insightsPREFERRED QUALIFICATIONS- Experience in financial/business analysisAmazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).