Program Manager - Workflow Analyst - eCommerce

Amazon

We are the team that manages the apps & skills catalogs across all Amazon. If you are excited by technology and working in a fast paced challenging environment drives you, we would love to have you as part of the Amazon Appstore and Alexa Skills team in Bangalore. The team drives the entire ingestion and certification process for android apps & Alexa skills, which involves the entire lifecycle from the time a developer submits an app/skill to the time it is put up on the store, and ensuring the high quality experience for Fire tablets, Fire TV and Echo customers even after that.

We're seeking a Workflow Analyst role with OE team, which supports Alexa and Appstore operations. The ideal candidate would be primarily responsible for ensuring that daily service levels for Operational Units are achieved by working closely with team leads, ops managers and local site leadership.

Roles and Responsibilities:

1. Workflow Analysts will be responsible for creating short term forecasts to ensure that the staffing planning is accurate.

2. Workflow Analyst is responsible for making adjustments according to app/skill inflow volume proactively based on forecasted volume and real-time adjustments based on actual volume. These responsibilities are important to ensure that service level goals are achieved and, most importantly, that our customers receive the best experience possible.

3. Other primary duties include coordinating site staffing needs, reporting and analysis of site headcount numbers per Operational Unit, coordinating various cross-training opportunities, placement of new hire associates, and manage the site-wide shift bid process.

4. The Workflow Analyst is also responsible for creating work schedules for all support analysts and must identify and seek to proactively resolve workflow headcount deficiencies

5. Workflow is a key driver in reducing the need for overtime hours via proper shift alignment and accurate interval and daily call volume allocation.

6. Other secondary roles include developing/maintaining a series of workflow related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Agent Shifts, Overtime, NPT), and driving special projects designed to maximize efficiency and increase production and quality.

- Basic Qualifications

- Bachelor's degree or equivalent

- 2+ experience working with one or more workforce management systems

- Strong verbal and written communication skills.

- Have previous experience using different forecasting models

- Database related experience and be able to write complex SQL queries.

- Self-starter capable to taking initiative and working with minimal direction

- Preferred Qualifications

Six-Sigma / Lean knowledge would be a plus.

Operations Research or Capacity Planning experience is strongly preferred

Aastha Bahl
People Hire Consulting
M:- +917503123124