• Job Description

  Req#: 3003358
  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, the world’s leading e-commerce company. With Amazon’s mission of “striving to be the most customer-centric company on earth”, Amazon China provides its customers with “low price, broad selection and convenience”, while promising “low-price, genuine products”. Amazon China is determined to provide the best online shopping experience to its Chinese consumers, including services such as cash on delivery.
  Amazon China offers products spanning 32 categories. With more than 20 million items, Amazon China provides books, music, videos, software, consumer electronics, appliances, toys, watches, jewelries, bags, suitcases, apparel, shoes, dry food, office supplies, home decoration, baby products, sporting and outdoor products, and health and personal care items.
  Currently Amazon China has 15 fulfillment centers in China. The fulfillment centers are responsible for receiving products from suppliers, storage management, order management, transferring products, product shipping and delivery, product return, quality control, etc. Amazon China has its own delivery force and Customer Service Center.
  Amazon China has maintained steady, strong growth over the past few years. The size of its customer base has also grown significantly. Looking forward, Amazon China will continue to work towards a world-class online shopping site with great selection, best price, and superb customer experience.
  
  
  Key job responsibilities
  Responsible for analyzing and administering operational performance in the call centers utilizing workforce management systems to ensure optimum productivity and results. Contribute to consistently achieving service level goals by efficient headcount management. Administer workforce mangement system including, but not limited to, assuring data integrity, updating the data bases supported.
  Major Duties:
  · Maintain data integrity to assure input/output accuracy in various databses included but not limited to: eWFM and GACD Systems.
  · Administer and facilitate data validations on all supported databases.
  · Create, load, maintain employee records in all supported data bases.
  · Create, load, maintain, and review work schedule for all employees, making recommendations where necessary.
  · Conduct and communicate bidding process for shift, vacation, holiday, and alternate holiday schedules; updating the appropriate data bases as needed.
  · Manage scheduling processes to ensure appropriate call center staffing and performance according to the needs of the business.
  · Create standardized OPA schedules (team meetings, Planned Coaching) in conjuction with each schedule or team change event (major shift bid, mini bid, team changes).
  · Create and communicate training schedules for the agents according to the OPA Planner.
  · Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
  · Interface with call center leaders to understand the fast changing business needs and make updates where necessary.
  · Stay current on internal policieis and procedures.
  · Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
  · Update workforce management and other data bases as changes occur.
  
  
  2+ years of program or project management experienceKnowledge of Lean principles and DMAIC methodology
  Experience in MS Access and SQL
  Experience in requirement gathering and ability to write clear and detailed requirement document
  
  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.

• About the company

  Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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