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Customer Service Workflow Analyst (m/f)
2 weeks ago(6.6.2018 10:34)
Amazon CS Berlin GmbH
At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you would 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 planning specialist (m/f) who specializes in scheduling and shift models and who thrives on ownership of planning and executing a virtual network. The ideal candidate will possess a strong planning and scheduling background along with excellent analytical capabilities that enables him or her to deliver against all service level requirements while simultaneously having a positive impact on key customer quality metrics. He or she will face a wide range of problem solving situations through the final planning phase and execution of plans into the real time window. Key responsibilities include: The successful candidate will work in lock step with multiple business teams including WW Capacity Planning, Partner Management, CS Operations, Finance leadership and with the support of project management teams. He/she will: · Monitor, manage and control the production environment for the German virtual network · Build long term scheduling models for the German virtual network that optimize shift efficiency · Agree shift models with operational and finance stakeholders for implementation · Manage and implement recovery plans and actions to ensure service level delivery is optimized · Support the DE WFM in building and implementing sustainable and flexible plans for the future · Follow through on the execution of plans implemented in line with the global command center · Conduct ongoing maintenance of accurate CSA information in the workforce management system including vacation, absence and other offline metrics · Complete regular analysis of plans and performance to plan, backed up with recommendations on improvements for future plans
· Degree Qualified · High level of computer literacy with advanced Excel skills · Excellent written, verbal and listening skills · Excellent numeracy and analytical skills · Comfortably influencing peer managers and internal stakeholders in functional area on their organization’s vision and communicate effectively across geographies and cultures · Ability to build and maintain effective working relationships with a range of people at all levels in the organization, often in virtual teams spread across multiple time zones · Excellent planning, organizational and time management skills with the ability to deal with multiple demands on time · Strong analytical, investigative and problem solving skills · Strong teamwork skills in conjunction with utilizing your own initiative · Strong bias for action and ability to prioritize with a hands-on attitude · Enthusiasm for demonstrating leadership in driving continuous improvement and change on a DE, EU and WW level · Innovative and creative in finding solutions/ designing improved methods, systems and processes · Attention to detail and high capability for data mining and analytical work
· SQL and database experience · Previous workflow and workforce management experience · Experience in translating workflow and workforce business requirements into requirements documents for workflow tool development teams and manage the implementation process as the business PoC · Fluent in English and German · Experience in working across a virtual network · Experience in managing and developing teams