Senior Workflow Analyst, Customer Service Job in Grand Forks 58201, North Dakota Us
Senior Workflow Analyst, Customer Service
We are currently looking for a Senior Workflow Analyst to join our team.
At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Senior Workflow Analyst. 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 successful candidate will:
• Build and facilitate the best capacity plan for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
• Develop and improve multiple scheduling models using data analysis and statistical tools.
• Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions.
• Participate in wider customer service projects and initiatives. He/she will own providing optimal CS solutions for upcoming initiatives.
• Coordinate with Operations, Capacity Planning and Finance teams to analyze historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
• Support local site workflow teams to optimize staffing requirements.
• Fully leverage existing technology, including global standardization of reporting
Bachelor's Degree in a quantitative field (engineering, economics, math, statistics)
Experience building and analyzing models using various statistical tools for forecasting and optimization.
2+ years' experience in analysis required.
Judgment in regards to making large scale decisions with network impact
Proficient in Microsoft Excel.
Analysis experience in Customer Service or Operations preferred
Operations Research or Capacity Planning experience strongly preferred.
Some programming experience is a plus to automate tools whenever appropriate.
Basic/Working knowledge of Six Sigma tools and Lean techniques preferred.
Experience utilizing SQL
Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
Excellent speaking-listening-writing skills, attention to details, proactive self-starter.
Ability to work successfully in a dynamic, ambiguous environment.
Ability to meet tight deadlines and prioritize workloads.
Ability to develop new ideas and creative solutions.
Exceptional influencing and leadership skills
** For more information on career opportunities with Amazon Customer Service, please visit http://amazon.com/csjobs **
