WFM & MIS Analyst, InPayments Operations Team
Descrizione dell'offerta
WFM & MIS Analyst, InPayments Operations Team
Job ID: | Amazon Pay (India) Private Limited
We are seeking a detail-oriented WFM and MIS Analyst to join our team. The ideal candidate will optimize staffing levels, manage service levels, and drive operational excellence through data-driven decision making.
Key job responsibilities
- Manage queue, skill, and profile configurations to optimize staffing alignment with volume demands
- Monitor and analyze real-time service levels, making necessary adjustments based on arrival patterns, scheduling, and productivity metrics
- Conduct thorough root cause analysis on SLA misses through comprehensive data analysis
- Contribute to the development and implementation of new performance metrics and tools
- Lead change management initiatives related to workforce optimization
- Manage escalation protocols for major operational issues
- Maintain effective communication across all levels of organization, particularly regarding adherence issues
- Develop and maintain daily, weekly, and monthly performance reporting
Basic Qualifications
- Bachelor's degree
- Experience with Microsoft Office products and applications
- 1+ years of capacity planning, operations planning, business analysis or similar experience
- Experience with Workforce Management Planning
Preferred Qualifications
- Knowledge of SQL and Excel at a moderate or advanced level
- 3+ years of demand planning and forecasting experience
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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