The Workflow Analyst is responsible for ensuring the network meets service levels for the skills in your site by future and real-time staffing planning, work mix blending/call queue adjustments, and overall management of workflow across the CS network. The Workflow Analyst serves as a resource, advisor, and close working partner with our Site Leader, Operation Managers, Team Leads, Workflow Analysts and Operations Teams at other sites, and Worldwide Capacity Planning.
Key Responsibilities
Key Responsibilities
- The Workflow Analyst’s primary responsibility is to ensure daily service levels in all Operational Units by working closely with Worldwide Capacity Planning, local site leadership, and other sites’ leadership teams. This includes but is not limited to identifying and mitigating emerging risks and assisting in potential plans for service level recovery.
- The Workflow Analyst also owns a variety of tasks, including managing GACD profiles of individual associates, as well as alerting individual team leadership of outliers in auxing and other variances.
- Other primary duties include coordinating site staffing needs, including the reporting and analysis of site head count numbers per Operational Unit, coordinating various cross-training opportunities, placement of new hire associates, and managing network and site-wide shift bid processes.
- The Workflow Analyst is also responsible to create work schedules for all associates using scheduling software (Erlang) and must identify and seek to proactively resolve workflow headcount deficiencies and overages.
- Workflow must work closely with the site ACES teams to ensure we reach our Kaizen participation goals by utilizing network capacity and overstaffing.
- Workflow is a key driver in reducing the need for overtime hours via proper shift alignment and accurate interval and daily call volume allocation. Workflow is also a key driver in reducing cost and increasing associate utilization by offering Voluntary Time Off (VTO) and/or increasing call volume.
- 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, Open Phone Shifts, Overtime), and driving special projects designed to maximize efficiency and increase production and quality.
- Workflow Analysts are responsible to make adjustments to call volume proactively based on forecasted volume and real time adjustments based on actual call volume. These responsibilities are important to ensure that service level goals are achieved and, most importantly, that our customers receive the best experience possible.
- Be a leader and role model in the site and an ambassador for the department
- Understand call center basics (occupancy, productive to labor (PTL), shrinkage, attrition, etc.)
- Understand and apply Erlang staffing calculation
- Educate site population on WF practices
- Maintain close communication with site QI teams
- Accountable to ensure site staffing levels are maintained per WWCP direction
- Accountable to analyze service level performance at the network level
- Proactively react and/or escalate any blockers or risks to meeting staffing/service levels
- Maintain and analyze all WF/WWCP reporting
- Own the management of capacity to maintain and improve productivity and occupancy levels of the network
- Monitor real time metrics and communicate outliers around schedule adherence
- Tactically manage day to day workflow needs in real time
- Maintain site shrinkage reporting
- Represent the site in all staffing and planning calls as appropriate
- Maintain physical site capacity and floor planning
- Participate in/drive Lean initiatives through Kaizen efforts
- Partner with site ACES teams to ensure Kaizen participation rates are met
- Ensure Workgroup Standardization guidelines are enforced
- Comfort/experience communicating and influencing across job levels with both internal and external partners
- Ability to push back, foresee potential issues, and advocate for relentless improvement
- Ability to easily deal with ambiguity
- Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change
- Ability to make independent, sound decisions that affect the experience of thousands of Amazon customers and hundreds of CS associates all over the globe
- Excellent analytical and mathematical skills
- Strong command of Excel and other MS Office programs
- Ability to communicate effectively in English (verbally and written)
- BA or BS degree in business or a related field is preferred
- Previous experience in scheduling, planning or other components of managing and planning workflow capacity
- Ability to communicate effectively in German (verbally and written) would be an advantage but not a pre-requisite for the role
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