Workforce Analyst

Workforce Analyst

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Job Description

Job Description :, Inc. (NASDAQ: AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth’s Biggest Selection., Inc. seeks to be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. and other sellers offer millions of unique new, refurbished and used items in categories such as Books; Movies, Music and Games; Digital Downloads; Electronics and Computers; Home and Garden; Toys, Kids and Baby; Grocery; Apparel, Shoes and Jewelry; Health and Beauty; Sports and Outdoors; and Tools, Auto and Industrial.
Amazon and its affiliates operate websites, including,,,,,,,, and
Amazon China ( is the China operation of Amazon, the world’s leading e-commerce company. With Amazon’s mission of striving to be the most customer-centric company on earth, Amazon China provides its customers with low price, broad selection and convenience, while promising low-price, genuine products. Amazon China is determined to provide the best online shopping experience to its Chinese consumers, including services such as cash on delivery.
Amazon China offers products spanning 32 categories. With more than 20 million items, Amazon China provides books, music, videos, software, consumer electronics, appliances, toys, watches, jewelries, bags, suitcases, apparel, shoes, dry food, office supplies, home decoration, baby products, sporting and outdoor products, and health and personal care items.
Currently Amazon China has 15 fulfillment centers in China. The fulfillment centers are responsible for receiving products from suppliers, storage management, order management, transferring products, product shipping and delivery, product return, quality control, etc. Amazon China has its own delivery force and Customer Service Center.
Amazon China has maintained steady, strong growth over the past few years. The of its customer base has also grown significantly. Looking forward, Amazon China will continue to work towards a world-class online shopping site with great selection, best price, and superb customer experience.
Responsible for analyzing and administering operational performance in the call centers utilizing workforce management systems to ensure optimum productivity and results. Contribute to consistently achieving service level goals by efficient headcount management. Administer workforce management system including, but not limited to, assuring data integrity, updating the data bases supported.
Major Duties:
· Maintain data integrity to assure input/output accuracy in various databases included but not limited to: eWFM and GACD Systems.
· Administer and facilitate data validations on all supported databases.
· Create, load, maintain employee records in all supported data bases.
· Create, load, maintain, and review work schedule for all employees, making recommendations where necessary.
· Conduct and communicate bidding process for shift, vacation, holiday, and alternate holiday schedules; updating the appropriate data bases as needed.
· Manage scheduling processes to ensure appropriate call center staffing and performance according to the needs of the business.
· Create and communicate non productive activities(training, meeting, coaching etc.) for the agents according to business needs.
· Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
· Interface with call center leaders to understand the fast changing business needs and make updates where necessary.
· Stay current on internal policies and procedures.
· Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
· Update workforce management and other data bases as changes occur.
Basic Qualifications :
· Strong analytical and organization skills, including trend analysis.
· Proficient with time management.
· Ability to plan, prioritize and organize effectively / detail-oriented.
· Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
· A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications.
· Demonstrate flexibility to adapt quickly to departmental changes and conditions.
· Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
· Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.
· Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
· Regular, punctual and consistent attendance.
· Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
· Ability to meet deadlines.
· Ability to work outside of normal schedule with little or no notice.
· Ability to perform additional tasks as assigned.
Preferred Qualifications :
· Bachelor’s degree preferred and/or recognized equivalent work experience.
· Two years of solid call center experience or one year of workforce management experience required.
· 2+ experience working with one or more workforce management systems such as EWFM, IEX strongly desired.
· Building, managing, and designing databases a plus.
· Experience in a fast paced, high-pressure office environment.

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