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Real-Time Analyst

Amazon

London, United Kingdom

DESCRIPTION

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. The successful candidate will be responsible for the day to day monitoring of performance supporting the Operational needs for the Business. This is a highly visible position with the network.

Delivery of Performance:
Support the delivery of Service levels, management of tasks and offline work for all International ORG’s and functions of TRMS.
· Intraday monitoring of incoming investigations and Service level working alongside the Operations teams and Workforce Manager to effectively make decisions as required
· Reporting on Forecast to Actual incoming volume while monitoring Service level performance at interval, daily and weekly level
· Performing deep dive analysis on Service level misses, outlining key performance drivers to the Business while actively managing any Service level action plans
· Review Daily staffing outlooks – looking at planned staffing against actual staffing and highlighting any variances
· Tracking of daily shrinkage for sickness, vacation, NPT and providing impact analysis on workload
· Make real time ACD contact routing changes to drive implementation of the short term plan
· Support the implementation of Workflow related projects into the TRMS Business – working closely with project managers to deliver on key goals
· Monitoring of daily schedule adherence
· Host and participate in daily metrics calls
· Work closely with Operations and site management to ensure all available time is optimized
· Develop strong relationships with leadership across global sites driving network capacity management while sharing best practices
· Work closely with investigators and team leads to identify any contact drivers

BASIC QUALIFICATIONS

-Significant experience working within a contact center environment
-Strong numerical & analytical skills
-Strong technical skills: intermediate to advance knowledge of Microsoft Excel, Outlook, Word, Powerpoint
-Excellent communication skills – written and verbal
-Strong understanding of Contact center dynamics and technology

PREFERRED QUALIFICATIONS

· Demonstrate effective Time Management skills
· Highly motivated team player
· Ability to work pro-actively
· Ability to work in a cross-functional environment
· Ability to meet tight deadlines and prioritize workloads
-Ability to develop new ideas and creative solutions


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