Work Allocation Analyst, Prime Video Global Operations

Work Allocation Analyst, Prime Video Global Operations

DESCRIPTION

How often have you had an opportunity to be at ground zero of a disruptive, fast-growing, and evolutionary global Amazon service? How frequently do you get to start from the foundation and solve customer needs at a global scale in a fast-growing entertainment streaming industry? At Prime Video, we are pioneering a new generation of digital supply chain at a remarkable speed to accelerate our market position and global reach. If this sounds interesting, come build the future of streaming entertainment with us!

Prime Video is a premium streaming service that offers customers a vast collection of TV shows and movies - all with the ease of finding what they love to watch in one place. We offer customers thousands of popular movies and TV shows from Originals and Exclusive content to exciting live sports events. We also offer our members the opportunity to subscribe to add-on channels which they can cancel at anytime and to rent or buy new release movies and TV box sets on the Prime Video Store. Prime Video is a fast-paced, growth business - available in over 240 countries and territories worldwide. The team works in a dynamic and global environment where innovating on behalf of our customers is at the heart of everything we do.

We are searching for a Work Allocation Analyst, who is passionate about customer experience and has the ability to navigate a fast-paced, data-driven, complex and manual workflow environment.

The Work Allocation Analyst will be responsible for creating/maintaining operator skill metrics and allocating work to operators. The Work Allocation Analyst will collaborate with program and operations managers to identify improvement opportunities to increase workforce utilization and productivity. They will also work closely with the resource planning team to make the required changes in daily/weekly/monthly headcount, inline to the changes in incoming volume trends.

Key job responsibilities

1. Responsible for workflow, skill and profile management and adjusting resources in line with volume.
2. Interpret and communicate data impacting the current service level including shift in arrivals, schedules, productivity that could impact service level and seller experience.
3. Deliver root cause analysis to identify misses in SLAs through data.
4. Provide inputs on new metrics and tools.
5. Drive the implementation of new metrics and tools, and support the change management process involving staff and workforce initiatives.
6. Escalate all major issues, ensuring that the right stakeholders know of the issue at the right time.
7. Communicate effectively in both verbal and written form on all interactions within and outside of the efficiency measurement team, especially when engaging stakeholders on specific Adherence issues.
8. Produce and own daily, weekly and monthly reporting on performance goals.

BASIC QUALIFICATIONS

1. Strong numerical and analytical skills.
2. Strong (intermediate to advanced) knowledge of Microsoft Excel, Outlook, Word, PowerPoint.
3. Data analysis experience leading to creation of reporting to leadership.
4. Fluent in English language.

PREFERRED QUALIFICATIONS

1. Experience in Workforce Management software, i.e. Aspect, IEX.
2. Demonstrated ability to influence stakeholders through effective communication written and verbal.
3. Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery.
4. Ability to meet tight deadlines and prioritize workload.
5. Ability to work in a cross-functional environment.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.