Workflow Analyst, RCO

Amazon; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading company is seeking a skilled professional to join their Registration & Compliance Operations team. This role involves managing operational processes, analyzing data, and ensuring effective communication with stakeholders. The ideal candidate will possess strong analytical skills and experience with workforce management software. Join us to help make the marketplace safer and more trusted.

Qualifications

• Experience with Workforce Management software.
• Strong numerical and analytical skills.

Responsibilities

• Manage queues, skills, and profiles based on volume.
• Conduct root cause analyses to identify SLA misses.
• Produce and maintain performance reports.

Skills

Analytical Skills

Communication

Time Management

Tools

Microsoft Excel

Aspect

IEX

NICE

Job description

Job ID: 2978599 | Amazon Ireland Support Services Limited

The Registration & Compliance Operations (RCO) organization aims to make Amazon the safest and most trusted marketplace by protecting users and deterring malicious activities. Our team handles automated and manual investigations of seller transactions, providing 24x7 operational processes/services to Amazon customers and stakeholders, including Seller Registrations & Compliance and Seller Services.

Key Responsibilities:

1. Manage queues, skills, and profiles, adjusting staffing based on volume.
2. Interpret and communicate data impacting service levels, including shifts in arrivals, schedules, and productivity.
3. Conduct root cause analyses to identify SLA misses through data analysis.
4. Contribute to the development of new metrics and tools, supporting change management initiatives.
5. Escalate major issues promptly and notify relevant managers to ensure proper awareness.
6. Communicate effectively in both verbal and written forms with internal and external stakeholders, especially regarding adherence issues.
7. Produce and maintain daily, weekly, and monthly performance reports.

Basic Qualifications:

• Experience with Workforce Management software such as Aspect, IEX, NICE.
• Strong numerical and analytical skills.
• Proficiency in Microsoft Excel, Outlook, Word, PowerPoint.

Preferred Qualifications:

• Ability to influence stakeholders through effective communication.
• Strong time management skills, with the ability to prioritize multiple tasks.
• Experience in data analysis and reporting for leadership.
• Ability to meet tight deadlines and work cross-functionally.

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