Workforce Optimization Specialist

3 weeks ago

Beijing, Beijing, China Amazon Joyo Co., Ltd. Full time

Job Title: Workforce Optimization Specialist

Job Summary:

We are seeking a highly skilled Workforce Optimization Specialist to join our team at Amazon Joyo Co., Ltd. The successful candidate will be responsible for analyzing and administering operational performance in our call centers, utilizing workforce management systems to ensure optimum productivity and results.

Key Responsibilities:

  • Maintain data integrity to assure input/output accuracy in various databases, including eWFM and GACD Systems.
  • Administer and facilitate data validations on all supported databases.
  • Create, load, maintain employee records in all supported databases.
  • Create, load, maintain, and review work schedules for all employees, making recommendations where necessary.
  • Conduct and communicate bidding process for shift, vacation, holiday, and alternate holiday schedules; updating the appropriate databases 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 conjunction with each schedule or team change event (major shift bid, mini bid, team changes).
  • Create and communicate training schedules for agents according to the OPA Planner.

Requirements:

  • Strong analytical and organization skills, including trend analysis.
  • Strong knowledge of and experience with reporting and databases (SQL etc.).
  • A thorough knowledge of computer software, including proficiency in Microsoft Office, Excel VBA, and Python.
  • Proficient with time management.
  • Ability to plan, prioritize, and organize effectively, with attention to detail.
  • Demonstrated ability to work independently, take initiative, problem solve, handle multiple tasks, and prioritize daily responsibilities.
  • Demonstrated flexibility to adapt quickly to departmental changes and conditions.
  • Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
  • Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices.

Preferred Qualifications:

  • Bachelor's degree preferred and/or recognized equivalent work experience.
  • Two years of solid call center experience or one year of workforce management experience required.
  • 2+ years of experience working with one or more workforce management systems, such as EWFM, IEX, strongly desired.
  • Building, managing, and designing databases a plus.

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