Workflow Analyst, RCO
Job summary
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. RCO provides/delivers Seller Registrations & Compliance operational processes/services (24x7) to Amazon external Customers as well as different Amazon stakeholders including Registrations Compliance Services (RCS) and Seller Services.
Delivery of Performance:
Responsible for queue, skill and profile management adjusting staffing in line with volume.
Interprets and communicate data impacting the current Service level including shift in arrivals, schedules, productivity that could impact Service level and seller experience.
Deliver root cause analysis to identify misses in SLA’s through deep dives of data
Provide inputs on new metrics and tools
Drives the implementation of new metrics and tool’s along with supporting the change management process involving staff and workforce initiatives.
Escalate all major issues and notify workforce managers— whether they’re in operations or the affected businesses— ensuring the right people know of the incident at the right time.
Communicates effectively both verbal and written form on all interactions within and outside of the Workforce Management team. Especially when engaging stakeholders on specific Adherence issues.
Produce and own daily, weekly and monthly reporting on performance goals
Basic Qualifications:
Experience in Workforce Management software, ie: Aspect, IEX
Strong numerical & analytical skills.
Strong technical skills: intermediate to advance knowledge of Microsoft Excel, Outlook, Word, PowerPoint.
Preferred Qualifications:
Demonstrated ability to influence stakeholders through effective communication written and verbal.
Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery.
Data Analysis experience leading to creation of reporting to leadership.
Ability to meet tight deadlines and prioritize workload.
Ability to work in a cross-functional environment.Experience in Workforce Management software, ie: Aspect, IEX, NICE
Strong numerical & analytical skills.Strong technical skills: intermediate to advance knowledge of Microsoft Excel, Outlook, Word, PowerPoint.Demonstrated ability to influence stakeholders through effective communication written and verbal.
Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery.
Data Analysis experience leading to creation of reporting to leadership.
Ability to meet tight deadlines and prioritize workload.
Ability to work in a cross-functional environment.
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