AHS Workforce Business Analyst (Level 4)

DESCRIPTION

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Account Health Support Workforce Business Analyst is the driver of ensuring our Tempe, Arizona is setup for success to handle our daily task volume. We obsess over providing world class support to Sellers selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

In this role, you will support the delivery of service levels and productivity targets for all skills/sites you support. You will understand our business drivers and levers, and will monitor and report volume actuals against forecast, to meet short-term outlook.
Responsibilities include:
• On-going generation, creation, and maintenance of accurate data/reporting
• Run "what-if" scenarios for staffing
• Analyze data to outline any reasons for under/over performance, and recommend actions to improve performance.
• Support the production, communication, & implementation of service level action plans
• Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels
• Work with operational and support teams to effectively plan non-productive time (NPT)
• Ensure accurate recording and reporting of metrics
• Develop relationships with leadership and workflow/capacity partners, to include sharing standard methodologies
• Work closely with leadership to identify "hot spots" and take appropriate actions to minimize any impacts
• Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner
• Evaluate and implement opportunities for improving workflow processes and automation of processes
• Monitor adherence to productivity and SLA

BASIC QUALIFICATIONS

• 2+ years of experience in workforce planning/management
• MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms: VBA, MS Excel, MS Access, SQL and/or MS Access skills required
• Experience with forecasting volume and schedule generation
• Proven comfort/experience communicating and influencing across job levels with both internal and external partners
• Demonstrated ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change
• Excellent analytical and mathematical skills

PREFERRED QUALIFICATIONS

• Experience with the Workforce Management tools.
• Ability to effectively use tools such as Data Warehouse, SQL, etc
• BA or BS degree in engineering/operations/business
• Advanced degree in data science, statistics, or a related field.
• 5+ years in the analysis space as a Business Intelligence Engineer, Business Analyst, Data Engineer, or similar roles.