Location
Bangalore | India
Job description
Amazon Advertising is the earth’s most customer centric advertising program and is dedicated to driving measurable outcomes for brand advertisers, agencies, authors, and entrepreneurs. Our ad solutions—including sponsored, display, video, and custom ads—leverage Amazon’s innovations and insights to find, attract, and engage intended audiences throughout their daily journeys, helping advertisers build brand awareness, increase product sales, and more.
Amazon Advertising Support and Product Services (SP&S) global capacity planning organization owns the end-to-end workforce planning and execution of Advertising Operations, Advertisers Support, QA and Twitch Operations orgs. We are looking for an exceptional analyst who can diagnose and solve complex business problems by analyzing data and providing recommendations, who can work closely with multiple stakeholders in different geographies, and who has the ability to drive innovations in the advertising service industry to join us as Sr Workflow Analyst. The ideal candidate will leverage analytical mindset and workforce management experience to create actionable and data driven action plans to support the business and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the advertiser. She/he will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis.
Key job responsibilities
- Deliver weekly assessment of the site performance (inputs) with call-outs on misses to drive adherence to plan
- Deliver optimal schedule coverage and create necessary mechanisms to report adherence
- Create best fit shift schedules for primary and escalated support, across sites and processes, ensuring optimum interval level coverage and preserving associate experience
- Deliver skilling plans by site that are needed to ensure service coverage
- Plan and manage flex skilling initiatives to help fill capacity gaps and mitigate risks to global operations
- Proactively monitor performance and develop needed paths to green when operations deviates from plan, coordinate with stakeholders on appropriate correction plans, and track adherence to plan
- Consult with Capacity Planners and Ops Managers on testing and validation of Capacity Planning input assumptions
- Deliver site and skill level holiday scheduling plans
- Lead critical projects to improve planning and forecasting efficiency for global operations
- Promote process improvement and standardization of processes across all sites in the network
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
- Bachelor's degree or equivalent
- 5+ years of business or financial analysis 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 tax, finance or a related analytical field experience
- Experience defining requirements and using data and metrics to draw business insights
- Experience making business recommendations and influencing stakeholders
- Experience with Excel
- Experience utilizing SQL, VBA and similar statistical programing languages
- Have experience of Workforce Management, Telephony (ACD) Tools & Scheduling (Alvaria/NICE/VIBE) Tools
- Ability to work in global environment
- Ability to work efficiently in a dynamic and ambiguous environment by combining analytical rigor and judgment
- Strong commitment to exceptional advertiser experience, enthusiasm to drive positive change and persuasive ability
- Excellent communication skills both verbal and written (ability to present detailed technical analysis, assumptions, and recommendations succinctly)
- Comfortable in dealing with large amounts of data
- Master's degree in Statistics, Math, Finance, Computer Science, Engineering or related discipline
- Contact Center Operations, Resource Planning
- Excellent knowledge of SQL, Oracle and Statistical suites
Job tags
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