Workforce Specialist Job in Amazon

DESCRIPTION

The Registration & Compliance Operations (RCO) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace.
We are seeking a Verified Planning Specialist who will play a key role in in the planning, scheduling and administer the In-Person operations occur seamlessly. You will be the first point of contact for managers and investigators for their planning needs. With excellent communication skills, strong computer literacy and attention to detail, you will manage the internal systems, update systems, produce reports on a daily, weekly and monthly basis.
The Role
Review incoming requests, plan and schedule work for the Verified Team covering a defined region, assigning Investigators to appointments through the In-House tool.
Monitor staffing levels against plan and take the relevant corrective actions, adjusting in shift activities, shrinkage, shift changes and where required Overtime to meet customer experience and service level goals.
Analyses data, monitor incoming trends, potential service level and customer experience impacts in relation to queue management, adjusting capacity and availability of the Verified Team to meet need and ensure delivery of business goals
Continually discern staffing levels against plan and take the relevant corrective actions, adjusting in shift activities, shrinkage, shift changes and where required Overtime to meet customer experience and service level goals.
Update internal teams; and if required; sellers where required on appointments, status and at all times keeping all required parties fully updated on the progress of appointments.
Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conducts root cause analysis.
Support other team members as and when required
Ensure that defined processes are adhered to at all times
Communicates effectively both verbally and in written form on all interactions.
The ability to work calmly under pressure whilst dealing with multiple activities.

BASIC QUALIFICATIONS

Previous workforce and/or Scheduling experience of 6 months (required)
Demonstrates Decision Making; prioritise key factors; act decisively, promptly and confidently
Strong numerical & analytical skills - demonstrates high degree of ability to analyse data, using the data to drive decision making and implement effective resolutions
Intermediate to advance knowledge of Microsoft Excel, Outlook, Word, PowerPoint.
Ability to prioritize and meet tight deadlines
Ability to plan own time effectively with self-motivation and to work on own initiative, prioritising workloads.
Able to demonstrate a strong customer service focus
Strong interpersonal skills, ability to build effective working relationships
Ability to work as a team member, promote team spirit and share ideas, also to be able to work alone

PREFERRED QUALIFICATIONS

Bacheerlors degree preferred and/or recognized equivalent work experience.
Two years of solid call center experience or one year of workforce management experience required.
Experience working with one or more workforce management systems such as Aspect strongly desired.