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Love data as much as we do Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions Do you like to innovate and simplify Want to influence at Amazon We have the career for you.
The WFS GCC owns the end-to-end Real Time Monitoring of Amazon's candidate service network. Real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon. We are looking for people to fix the issues impacting candidate experience in real time and plan, implement/improve the new/existing processes & tools with a focus on standardization and automation of real time management processes.
GCC is the Global Command Center for Amazon WFS (Workforce Staffing) org with core responsibility of real time service level management (candidate experience) and occupancy management (cost). In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to candidate experience. With a view on continuous improvement, GCC also drives multiple projects aimed at standardization & automation of real time management processes.
We are seeking a motivated individual with a Workforce Management (WFM) background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail
Key job responsibilities
Real time monitoring of all network skills: SL, Volume Offered/Incoming/Handled vs. Forecast/Commit, age and size of email backlogs, missed contacts, calls in queue, wait time.
. Emergency message posting.
. Priority queue (PQ) / Visibility Threshold (VT) / Preserve Avail (PA) setup based on SL and occupancy performance.
. NPT cancellations if required, drive OT requests.
. Occupancy Management (including VTO decisions, NPT approvals).
. Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams.
. Intraday Reporting (including callouts).
. Write root case analysis (RCA) of any service failure
. Maintain constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.
. Identify irregularities that affect SL and candidate experience, notify the stakeholders and advise them on the required mitigation actions, such as moving flex capacity or minimizing agent non-productive time.
. Thorough understanding of queues / routing profile and perform skill blending and profile modification whenever required.
. Review existing SOP's and preparing new SOP's to document the leanings from each incident and daily event
. Effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.
About the team
The WFS Global Command Center (GCC) is responsible for overseeing all Contact Center Operations, including agent performance metrics, real-time queue management, Service level struggles and incidents affecting candidate Support.
The GCC Team is responsible for managing both planned and unexpected outages and incidents affecting Operations with the main goal of providing business continuity and serving as the first line of defense to resolve any system issues raised by our Call Center Partners across the world aiming for quick resolution of issues and reducing dependency on tech teams for issues that can be solved with simple troubleshooting. This team manages the access control of tools used by agents by doing weekly reconciliation to ensure access is provided only to active agents across network.
The GCC team also drives projects that help achieve team and overall organization goals.
- Advanced proficiency in Microsoft Excel
- 1+ years of experience in Contact Center Management / Workforce Management (WFM) / Real Time Analysis (RTA)
- 2+ years of Microsoft Office products (excel, PPT, macro, access) experience with automation skill
- 2+ years in managing WFM tool
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Job ID: 145846197
