Job Information
Amazon SPS WFM Scheduling, Seller Partner Support in Virtual, Spain
Description
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
We are looking for a Workforce Management (WFM) Scheduler who, is passionate about their work, has a desire to learn about contact management processes across a network of contact centers, and has the ability to contribute new innovations to the within the Amazon Seller Support Workforce Management Team.
The ideal candidate must be able to demonstrate experience in typical workforce management disciplines with a focus on maximizing contact center efficiency and performance through effective scheduling of resources and offline activity.
Additionally, the ideal candidate must have a background in the functionality of the Alvaria and/or NICE WFM software and be able to demonstrate proficiency with the input and extraction of data.
Key job responsibilities
Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments.
Manages non-productive time request process, ensuring activities are planned without impacting SLAs.
Reviews and processes schedule change requests
Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7.
Leads weekly staffing review meetings detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks.
About the team
We are open to hiring candidates to work out of one of the following locations:
Barcelona, Spain | Virtual Location - Spain | Cork, Ireland | Virtual Location - Ireland
We are open to hiring candidates to work out of one of the following locations:
Barcelona, B, ESP | Virtual Location - ESP
Basic Qualifications
Experience in program or project management
Experience with Excel
Preferred Qualifications
Knowledge of Lean principles and DMAIC methodology
Experience in MS Access and SQL
Experience in requirement gathering and ability to write clear and detailed requirement document
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.