Tse Workflow Analyst, Tse

1+ years of experience as a Workforce management /RTA
- Knowledge of managing Real time SLA, aux adherence, Shrinkage management, resource utilization
- 1+ year experience of creating reports like SLA Performance, backlog reports and sharing callouts to Leaders.

At Amazon, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history.

We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes to join us as Workforce Analyst for SEPO Vertical.

Key job responsibilities
- Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence.
- Work on real-time tickets related to profile change request, non-production request and associate GACD profile change request.
- Prepare and communicate daily handoff report to WFM leadership team on SL performance.
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Have a real time communication with the WFM team and operations when callouts or changes need to be done

San Jose, CRI
- Proven expertise knowledge with Aspect.
- Advanced skills using Microsoft Excel in a business environment
- Ability to prioritize and meet tight deadlines Analytical with attention to detail
- Bachelor's degree 2+ years' experience in Contact Center Management