Workforce Analyst

Amazon; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Amazon, a global leader in technology, is seeking a skilled individual for operational performance analysis in call centers. The role involves critical responsibilities including managing productivity metrics and maintaining data integrity. Candidates should possess project management experience and familiarity with Lean principles. Join Amazon to contribute to a customer-centric environment where innovation thrives.

Qualifications

• 2+ years of program or project management experience required.
• Experience with database management and requirement gathering.
• Knowledge of Lean principles and DMAIC methodology preferred.

Responsibilities

• Analyze and administer operational performance in call centers.
• Contribute to achieving service level goals and efficient headcount management.
• Maintain data integrity in databases and manage work schedules.

Skills

Project Management

Lean Principles

DMAIC Methodology

Data Management

Tools

MS Access

SQL

Job description

Amazon.com, Inc. (NASDAQ: AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth’s Biggest Selection. Amazon.com, Inc. seeks to be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Amazon.com and other sellers offer millions of unique new, refurbished and used items in categories such as Books; Movies, Music and Games; Digital Downloads; Electronics and Computers; Home and Garden; Toys, Kids and Baby; Grocery; Apparel, Shoes and Jewelry; Health and Beauty; Sports and Outdoors; and Tools, Auto and Industrial.

Amazon and its affiliates operate websites, including www.amazon.com, www.amazon.co.uk, www.amazon.de, www.amazon.co.jp, www.amazon.fr, www.amazon.ca, www.amazon.cn, www.amazon.it, and www.amazon.es.

Amazon China (z.cn) is the China operation of Amazon, providing low prices, broad selection, and convenience, including services like cash on delivery. It offers products spanning 32 categories with more than 20 million items, including books, music, videos, software, electronics, appliances, toys, watches, jewelry, bags, apparel, shoes, food, office supplies, home decor, baby products, sporting goods, and health items. Amazon China has 15 fulfillment centers responsible for receiving, storing, managing, shipping, and returning products, with its own delivery force and customer service center. Amazon China continues to grow steadily, aiming to provide a world-class online shopping experience.

Key job responsibilities

Responsible for analyzing and administering operational performance in call centers using workforce management systems to ensure optimal productivity and results. Contribute to achieving service level goals through efficient headcount management. Administer and maintain data integrity in databases such as eWFM and GACD Systems. Create and manage employee records, work schedules, and communicate scheduling processes. Interface with call center leaders to adapt to business needs, stay current on policies, and ensure high-quality work request completion.

Qualifications

• 2+ years of program or project management experience
• Knowledge of Lean principles and DMAIC methodology
• Experience with MS Access and SQL
• Experience in requirement gathering and writing detailed requirement documents

Our inclusive culture empowers Amazonians to deliver the best results for our customers. For workplace accommodations or adjustments during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations. If your country isn’t listed, contact your Recruiting Partner.

About the company

Amazon.com, Inc. is a multinational technology company based in Seattle, focusing on e-commerce, cloud computing, digital streaming, and AI. It is one of the Big Five in U.S. tech, influential globally, and the world's most valuable brand.

Notice

Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Reasonable accommodations are provided for qualified applicants with disabilities. For assistance, contact [e-mail] or call 407-000-0000. U.S. law requires new hires to complete Form I-9 and show proof of identity and work eligibility. An Automated Employment Decision Tool (AEDT) scores skills and responses. For NYC applicants, an alternative process or accommodation can be requested at [e-mail] or 407-000-0000.