Process/ Work Flow Analyst @ Amazon

Job Info :

About Amazon.com : strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.

Job Description :

This individual will be responsible for creating and maintaining work schedules of center personnel to meet daily contact volumes. This involves tracking daily volume and comparing to scheduled personnel, scheduling and tracking time out of production for meetings and other activities, working with team leaders to manage day-to-day operations by verifying throughout the day, and re-forecasting. The Workflow Analyst monitors service levels and recommends tactical and strategic actions. This role requires both short and long term planning; analyze historical data to recommend future staffing needs, and to recommend corrective action when center is below service level goal. The Workflow Analyst will publish daily, weekly, and monthly reports on center performance, collecting and summarizing agent performance data as well as contact volume data.


· Minimum of 2 years of relevant experience – while the ideal candidate will have analytics experience in a large call center environment, candidates with superior analytical skills in any industry are encouraged to apply
· Strong analytical and decision making skills that foster developing creative solutions
· Flexible, people oriented and able to work in a team environment
· Experience exercising strong oral, written, listening and interpersonal skills
· Ability to develop presentations leveraging a proficiency in MS Office
· Advanced MS Excel and/or MS Access skills required. Strong knowledge of VB Macros is critical.
· Excellent Customer Focus and Customer Service skills
· Outstanding analysis and problem solving skills
· Experience with the Workforce Management tools is a plus

Location : Hyderabad

Exp : 2 to 10yrs

Key Skills :"WorkForce Analyst", "Workflow Analyst", "Command Center Analyst

Function : ITES/ BPO/ KPO

Role : Process/ Work Flow Analyst

Category : Customer Service/ Call Centre/ BPO

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