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Customer Service

CSNA Workflow Analyst

Winchester, Kentucky
Requisition ID: 415198
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 a 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 Workflow Analyst is responsible for ensuring multiple CS sites meet service levels by future and real-time staffing planning, work mix blending and 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.

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 re/un-blending and skill modification 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 multiple site-wide and team shift bid processes.

Other secondary roles include developing/maintaining a series of workflow related trackers that drive day to day site-wide production efficiency and driving special projects designed to maximize efficiency and increase production and quality.

Position Responsibilities:

• Ensuring daily service levels in all Operational Units.
• Re/un-blending and skill modification of individual associates.
• Alerting individual team leadership of outliers in auxing and other variances to schedule adherence.
• Coordinating site staffing needs, including the reporting of site headcount numbers by shift and Operational Unit.
• Coordinating various cross-training opportunities.
• Placement of new hire associates and individual shift changes.
• Identifying workflow headcount deficiencies and overages thus driving overtime hours and Voluntary Time Off as needed.
• 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), updating the Worldwide Capacity Planning group with site email targets for coming weeks.
• Driving special projects designed to maximize efficiency and increase production and quality.
Basic Qualifications:
• Comfort/experience communicating and influencing across job levels with both internal and external partners is a must.
• Ability to push back, foresee potential issues, and advocate for relentless improvement.
• Ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change will be necessary.
• 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.
• Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics) or at least 3 years of relevant work experience.

Preferred Qualifications
• 2 years experience in call center workforce planning
• Knowledge of SQL, VBA, or other programming languages
• Ability to create and maintain forecast models for large scale operations

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