- Conduct real-time monitoring (SL, Volume Offered/Incoming/Handled vs. STF/Commit, email backlogs, missed contacts, calls in queue, wait time, AUX management, shrinkage, drive OT requests, etc.) of all ACCS queues to ensure service level goals are met on a daily basis.
- Support day-to-day operation by maintaining constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.
- Identify irregularities that affect SL and candidate experience, notify the vendor partners and advise them on the required mitigation actions to maintain SL across region.
- Managing IVR in real-time through situational prompts enabled directly into the contact flows or updating banner on "Contact Us" page to provide better candidate's experience.
- Thorough understanding of routing profile and perform skill blending and profile modification whenever required.
- Timely discovery and escalation of the outages. Conducts troubleshooting steps to identify the affected parties and the impact and escalates the issue to tech team accordingly. During an ongoing high severity outage, communicate hourly updates and provide real-time guidance until the issue is resolved. Sending post-event summary to the leadership team along with impact analysis and GCC's efforts in engaging the vendor agents for other productive tasks.
- Support in reviewing existing SOP's and preparing new SOP's to document the learnings from each incident and daily event.
- Prepare and publish hourly / 3 hourly SL updates. Prepare Day End performance update with appropriate call-outs and highlights of the day.
- Onboarding agents (Inhouse and Vendor sites) by setting up all their necessary user access.
- Managing all tickets within the agreed SLA.
- Creates and updates profiles, permissions, and maintains user accounts.
- Preparing / maintaining user access database with all ID and access details with status reconciliation. Share a weekly status report on Access management.
- Terminate users immediately after their LWD to avoid system misusage.
- Establish monthly / quarterly reconciliation process of system access to ensure right authority lies with the right agent.
- Work on projects and initiatives for overall process improvements.
- Display effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.
- Works collaboratively as team player, demonstrates flexibility, integrity and respect for individuals.
- 1+ years of Microsoft Office products and applications experience
- 1+ years of Real Time Monitoring and ID / access Management experience
- Advanced Microsoft Office products and applications experience including macros, sql, Power BI etc
- Experience in managing WFM tools
Specialist - Global Command Center, WFS CS Zielinski Org - Hyderabad, India - ADCI HYD 13 SEZ
Description
Love data as much as we do? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify? Want to influence at Amazon? We have the career for you.
The WFS CS Planning organization owns the end-to-end workforce planning and execution of Amazon's candidate service network.Our forecasting, headcount planning, scheduling, and real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon.
We are looking for people to fix the issues impacting candidate experience in real time and plan, implement/improve the new/existing processes & tools with a focus on standardization and automation of real time management processes.
GCC is the global command center for Amazon WFS CS with core responsibility of real time service level management (candidate experience) and occupancy management (cost).
In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to candidate experience.
With a view on continuous improvement, GCC also drives multiple projects aimed at standardization & automation of real time management processes.
We are seeking a motivated individual with a Workforce Management (WFM) background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail.
The Amazon Global Workforce Staffing (WFS) Organization is a critical element in bringing on talent to deliver our customer experience around the globe.
The Amazon's Candidate Connection Services (ACCS) team is one branch of WFS which provides email, chat and phone support to candidates applying for jobs with Amazon.
This customer service for candidates removes technical barriers in the hiring process, relieving local HR and Staffing teams from providing Tier 1 candidate support.
Candidate Services standardizes candidate messaging and collects actionable data on candidate issues.Key job responsibilities
Hyderabad, TS, IND
BASIC QUALIFICATIONS
PREFERRED QUALIFICATIONS