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Location

Hyderabad | India

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Job description

DESCRIPTION

Amazon Customer Servicing (CS) is looking for a Business Analyst who can contribute to the global migration of CS onto Amazon Connect. This individual will be tasked to work closely with our CS Ops teams and understand the setups, configurations and testing needs for setting up our CSA network on Connect as we migrate from our legacy system onto this new product. They work extensively on setting up access controls, CSA routing profiles, queue management etc. to ensure the right contact coming into the Amazon customer service is routed to the right CSA every single time so it is handled effectively and in optimal time. This individual will also need to contribute to the overall strategy for this space on how we move from manual configurations and a highly monotonous environment to an automated, product driven environment.

Key job responsibilities
1. Deliver configurations and setups for Amazon stores across the global marketplace, aiding migration of our legacy telecom system onto a new one

2. Proactively identify problems with significant business impact; facilitate analysis to identify problems and opportunities

3. Independently define analytical approach and metrics strategy
4. Comfortably and skillfully flex among various tools according to the problem and data
5. Derive recommendations from analysis that have impact on multiple teams and provide significant business value
6. Own the effective communication of metrics and analysis
7. Influence other teams to ensure deadlines are met; hold stakeholders accountable
8. Create mechanisms to quickly on-board new talent to the organization; mentor others

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, IND

BASIC QUALIFICATIONS

- 3+ years of tax, finance or a related analytical field experience
- 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- 3+ years of business or financial analysis experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with Excel
- Experience with SQL
- Experience making business recommendations and influencing stakeholders

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Job tags

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Salary