Workforce Analyst

2 weeks ago

Beijing, Beijing, China Amazon Joyo Co., Ltd. Full time
Job Title: Workforce Analyst

Amazon Joyo Co., Ltd. is seeking a highly skilled Workforce Analyst to join our team. As a Workforce Analyst, you 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 ensure 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 processes 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.
  • 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 policies and procedures.
  • Effectively communicate with peers and those we support in the business to ensure high-quality and timely completion of work requests.
Requirements:
  • Strong analytical and organizational skills, including trend analysis.
  • Strong knowledge of and experience with reporting and databases (SQL, etc.).
  • A thorough knowledge of computer software, proficient in Microsoft Office, Excel VBA, as well as Python and other related applications.
  • Proficient with time management.
  • Ability to plan, prioritize, and organize effectively/detail-oriented.
  • Demonstrated ability to work independently, take initiative, problem-solve, handle multiple tasks, and prioritize daily responsibilities.
  • Demonstrate 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.
  • Excellent written and verbal communication skills are required to interface effectively with staff, management, and various other internal and external customers.
  • Regular, punctual, and consistent attendance.
  • Ability to work in a team-oriented environment focused on cross-training and sharing workload responsibilities.
  • Ability to meet deadlines.
  • Ability to work outside of normal schedule with little or no notice.
  • Ability to perform additional tasks as assigned.
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+ experience working with one or more workforce management systems such as EWFM, IEX strongly desired.
  • Building, managing, and designing databases a plus.
  • Experience in a fast-paced, high-pressure office environment.

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