Description

Prime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Are you excited about launching content on Prime Video and holding key impact on helping our business scale? 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 II for Prime Video Trust & Safety.

The ideal candidate has a positive attitude and is a result-oriented individual with willingness to work in a 24/7 environment. They should be able to clearly understand in-scope and out-scope compliance workflows, ensures on-time delivery of compliance activities, creates and adopts standard work methodology for daily work to reduce re-work, manual work, error identification time and waste. They must clearly communicate to all stakeholders’ timelines, description of service quality, risks, and resources needed.

Key job responsibilities

• Real-time monitoring & reporting of schedule deviations and schedule non-adherence

• Create, run and execute SQL queries for large data sets analysis

• Allocate workflow titles across global sites and programs

• Work on real-time tickets related to work allocation to maximize utilization

• Prepare and communicate daily hand-off report to Workforce Management (WFM) leadership team on Service Level performance

• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained

• Serve as primary interface between Workforce Management and Site Ops leadership to establish and strengthen a positive partnership

• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals

• Communicate and call out changes of incoming contact patterns to operations and the Workforce Management team

• Have real-time communication with the Workforce Management team and operations when call outs or changes need to be done

• Support changes within routing of the skills or profiles

• High-level Decision Making & Complex Problem Solving: Proactively gather the right data from appropriate sources, probe/consider all the facts, considers other perspectives, conduct root cause analysis

Basic Qualifications

• 1+ years of tax, finance or a related analytical field experience

• 3+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience

• 3+ years of business or financial analysis experience

• Experience defining requirements and using data and metrics to draw business insights

• Experience making business recommendations and influencing stakeholders

• SQL proficiency

Preferred Qualifications

• Proven expertise knowledge with Quicksight and Macros

• 2+ years’ experience in Operations or Contact Center Management

• Proficient in Python

• Experience in Workforce Management

• Advanced skills using Microsoft Excel in a business environment

• Ability to prioritize and meet tight deadlines

• Keen ability to analyze and interpret data to help inform and influence decision making

• Bachelor’s degree or 4+ years of equivalent professional experience

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.