Workflow Analyst , Ring Data Engineering Services

Amazon; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

ADCI MAA 12 SEZ is seeking a Workflow Analyst to oversee end-to-end tactical planning for Operations. The role focuses on staffing the right people at the right times with the right skills to ensure world-class customer service delivery, using data-driven action plans for global stakeholders.

The candidate will have hands-on workforce management experience and strong analytical skills to support local and global partners with capacity planning and performance optimization.

Qualifications

• Experience in Contact Center Management / Workforce Management (WFM) / Real Time Analysis (RTA).
• 2+ years in a Workforce Management field (scheduling, capacity planning, real-time analytics, or workforce planning).
• 1+ years building and analyzing models using statistical tools for forecasting/optimization.
• 2+ years in a demand-driven customer support operations environment.

Responsibilities

• Delivers weekly analytical insights of operational performance with call-outs on misses to drive plan adherence.
• Provides tactical global schedule coverage and proactive capacity planning input assumptions.
• Monitors SLA and operational performance, develops path-to-green plans when deviations occur, and aligns with correction plans.

Skills

Experience in WFM/RTA

Forecasting analytics

Real-time analytics

Demand-driven operations

Education

Bachelor's degree or higher in stats/CS/engineering

Tools

SQL

Excel

Access

Job description

Description

The Workflow Analyst oversees end-to-end tactical planning for Operations, driving tactical preparedness in planning the right people, at the right times, with the right skills, to ensure world-class service delivery to customers. This employee has an analytical mindset and workforce management experience, using these to create actionable and data-driven action plans for local and global stakeholders to support operational partners.

Key job responsibilities

• The role delivers weekly analytical insights of operational performances with call-outs on misses to drive adherence to plan, delivers optimal global schedule coverage across all leave types, provides tactical outward view to operational partners to ensure capacity gaps are mitigated proactively, partners and consults with stakeholders on capacity planning input assumptions, provides global and geo-region specific holiday scheduling plans, and proactively monitors SLA and operational performance while developing path-to-green plans when there are deviations from plan, coordinating with operations managers' correction plans and tracking adherence to plans.

Basic Qualifications

• Experience in Contact Center Management / Workforce Management (WFM) / Real Time Analysis (RTA)
• 2+ years of experience in a Workforce Management related field such as scheduling, capacity planning, real-time analytics, or workforce planning
• 1+ years of experience building and analyzing models using various statistical tools for forecasting and optimization
• 2+ years of proven experience in a demand driven customer support operations environment

Preferred Qualifications

• Bachelor's degree or advanced studies in statistics, applied mathematics, computer science, engineering, or closely related concentrations
• Demonstrated experience with SQL, Excel, and Access; Business Acumen (Beginner) - knows the ecosystem the organization operates within and how to anticipate long term issues and their possible effects; Data Analysis (Beginner) - ability to make sense from large pools of data and translate this into consumable formatting for business application;
• identifies, creates and drives delivery of the steps to achieve agreed tasks, goals and objectives in the immediate, short, medium and long term;
• Stakeholder Management - proactively manages relationships through earning the trust of large teams and can lead teams to agreement or resolution of process differences;
• Collaborative - proactively shares knowledge, experience and expertise to concrete solutions in order to satisfy the customers and/or stakeholders;
• Ownership - demonstrates ownership of own actions and team results;

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Company

ADCI MAA 12 SEZ

Job ID: A10461243