10:30 am - 5:30 pm

Sector-35,Faridabad, Haryana-121003

CTK Workforce Analyst, AET

Full time @Amazon in KPO / Research / Analytics Email Job
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Job Detail

  • Job ID 31566
  • Career Level ManagerExecutive
  • Experience 2 Years
  • Gender FemaleMale
  • Category / Function Management
  • Qualifications Degree Bachelor

Job Description

About the company

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.
Key job responsibilities

The Person Will Be Responsible

  • To ensure all shift responsibilities such as interval level volume trends, org/site level shrinkage, NPTs, productivity etc. impacting business KPIs are monitored and called out for corrective/supportive actions
  • To ensure each org/skill is adhering to their operational expectations like shift/break, missed calls, disconnected calls, max calls adherences
  • Ensure that Operational metrics like service levels, occupancy, utilization etc. are being met by all Orgs/skills at daily level
  • To liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics
  • To ensure timely closure on all planning related activities like training & QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning etc.
  • Review and process VTO/NPT/OT requests in real-time
  • Ensure timely closure of all WFM actionable SIMs/tickets tagged, within committed SLs
  • To ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short term deficits
  • To mentor and develop fellow L3 RTAs with all WFM required skills and knowledge
  • To deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs)

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