Job description

• 2+ years’ experience in Contact Center Workforce Management position required (WFM analyst, scheduler, etc.)
• Prior experience using WFM tools (i.e. Verint, IEX, Aspect)
• Experience conducting data analysis to drive decision making and implement effective resolutions.
• Proficient in Microsoft Excel.

Job summary
Amazon Pharmacy is committed to building the future of pharmacy and to deliver on being the earth’s most customer centric Pharmacy. To get there, we need very talented, bright, and driven people. We are looking for an exceptional Sr. Workforce Management (WFM) Analyst who is passionate about the Customer Experience and who can contribute major new innovations in the industry. The Sr. Workforce Management Analyst is responsible for creating and managing processes that ensure proper staffing alignment at the daily, and intra-day level.

The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. He/she will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

Key job responsibilities

• Measure and analyze key data to ensure that trends are understood and proactively highlighted to aid decision making and to enhance service delivery
• Conduct ongoing (daily, weekly, ad hoc) root cause analysis of SLA, staffing, and other relevant metric failures to drive process improvements within WFM
• Lead weekly intraday staffing reviews with operations, identifying risks and mitigation plans
• Coordination of in-office and out-of-office shrinkage, to ensure alignment with plan and service level attainment
• Ensure all scheduling inputs are configured and maintained within the WFM system.
• Work with Data Engineering and BI teams to acquire and/or structure data required for reporting or analysis.
• Provide leadership, coaching and development to junior team members, as required.

Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.

• Prior experience configuring/maintaining WFM tools (i.e. Verint, IEX, Aspect)
• Advanced skills using Microsoft Excel in a business environment.
• Familiarity with data querying and manipulation via SQL.

The base pay range for this position is $74,300 - 130,100 per year. Pay is based on market location and may vary depending on job-related knowledge, skills, and experience. A sign-on payment and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. Applicants should apply via Amazon's internal or external careers site.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.

colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, colinoncars.com is the ideal place to find your next job.