Offre d’emploi EU Workflow Analyst, Rabat

Détails de l’annonce

Mission :

  • Create and accurately maintain CSA shift schedules ensuring that shifts are optimally planned to meet the sites short term forecast requirements and SLs (Service Levels)
  • Monitoring actual staffing levels against plan and taking the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes to improve service levels
  • Effectively plan and monitor CSA adherence to assigned schedule
  • Effectively plan non-productive activities
  • Monitor adherence to AHT (Average Handling Time), AUX (non-productive time limits) and CSA productivity and escalate any areas for development or recognition
  • Maintain CSA skill matrix for the site, Management of CSA profiles in the ACD (Automated Call Distribution) system, Seating and Transportation Plan for site and skills
  • Connect and network with all relevant stake-holders, including but not limited to operations management, process improvement/quality assurance/customer experience/delivery experience teams
  • Work in partnership with the Capacity Planning team to build strong relationships and drive consistency, and automation of the process.
  • Support Workflow Manager and Operations manager by maintaining accurate records of planned and required headcount in each of the skills/OU/Mediums week over week. Keeps track of skills wise movements and Attrition to support Workflow Manager and Operations manager in making decisions about internal movements/Job postings and Hiring plan.
  • Responsible for Automating and maintaining reports to be used in reporting on service level misses. Also, automates tool that will enable completion of root cause analysis and production of corrective action plans for SL misses
  • Develop self-service solutions for Workflow’s primary stakeholders to reduce administrative overhead and increase time for value-adding activities, making the whole team more scalable and fit for future challenges.

Profil recherché :

  • Fluent (oral and written) in English
  • Bachelor’s degree in a relevant field or equivalent experiences
  • Experience in planning, time and project management with the ability to deal with multiple demands on time and deal with ambiguity
  • Advanced analytical skills and should provide analysis support on project and new initiatives
  • Innovative and creative in finding solutions/ designing improved methods, systems and processes
  • High attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified
  • Ability to provide sound advice and effective communication with stakeholders, should have interest and ability to work on cross-departmental process-improvement initiatives and projects
  • Understanding of workforce management programs
  • Expert in Excel

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Description de la société

Amazon est une entreprise de commerce électronique américaine basée à Seattle. Elle est un des géants du Web, regroupés sous l’acronyme GAFAM5, aux côtés de Google, Apple, Facebook et Microsoft.
L’activité initiale de la société Amazon concernait la vente à distance de livres, avant que la société ne se diversifie dans la vente de produits culturels, puis marchands. Aujourd’hui, certains produits alimentaires peuvent aussi être commandés via Amazon.
Créée par Jeff Bezos en juillet 1994, l’entreprise a été introduite en bourse au NASDAQ en mai 1997.
La filiale française d’Amazon est ouverte en 2000. En 2016, Amazon devient le premier distributeur non alimentaire en France en termes de chiffre d’affaires6.
En 2017, la société emploie 541 900 personnes dans le monde et a établi, outre le site originel américain, ouvert en 1995, des sites spécifiques dans de nombreux pays.





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