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Workflow Specialist, NA

Workflow Specialist, NA

Job ID 
Posted Date 
Amazon Corporate LLC
Position Category 
Operations, IT, & Support Engineering
Recruiting Team 

Job Description

The Amazon device team designs & engineers high profile consumer electronics, including the best-selling Kindle family of products. We have also produced groundbreaking devices like Fire tablets, Fire TV, and Amazon Echo. We provide customers a fully integrated service with instant access to over 27 million movies, TV shows, magazines, newspapers, books, songs, apps, and games.

The speech data services team is part of Amazon’s speech platform organization that provides speech recognition capabilities for a variety of Amazon products and searches, most visibly, the recently launched Amazon Echo product.

ADS NA operations is hiring a Workflow Analyst. This person is responsible for developing and implementing network staffing and workflow models for headcount planning. He/She will also be responsible to manage workflow operations, scheduling of associates, service level goals and routing of all tasks through in-house technology. He/She will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The ideal candidate will have good project management experience as well as exposure to a complex workflow scheduling process set.

Ability to execute on assigned tasks within stipulated timelines and at high quality will be necessary.
Translating established guidelines into daily work practices.
Comfort/experience communicating (Written) with both internal stakeholders and customers is a must.
Ability to identify potential issues and notify team manager of the risk and impact of the issue.
Contributing to process improvements to reduce handling time and improve output
Generate reports on key metrics specific to functional area on a weekly basis
Handling unique data analysis requests, conduct root cause analysis and recommend corrective actions for a range of data customers
Participates in weekly review discussions/calls
Working autonomously with minimum direction
Candidates with superior analytical skills in any industry are encouraged to apply.

Basic Qualifications

Bachelor’s degree in any stream
1+ years of Call Centre or similar experience related to a solid understanding of production environment metrics (such as Forecasting, AHT, Shrinkage, and FTE’s).
MS Excel and/or MS Access skills required

Preferred Qualifications

Demonstrated analytical, problem solving skills that foster developing creative solutions.
SQL, VBA Python scripting skills is an added advantage in the role.
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.
Excellent customer focus and bias for action.