WFM Analyst - Program Manager, WFM Reporting and ...

WFM Analyst - Program Manager, WFM Reporting and Automation The Print Quality Assurance team is searching for a passionate and talented Workflow Analyst. They are responsible for driving efficiency-related initiatives and goals at the site and initiating best practice sharing at a global level. The Workflow Analyst handles escalations, proactively engages resources to address issues effectively, solves complex problems, and proactively heads off negative service trends. They identify root causes to improve accuracy and productivity and establish mechanisms to fix the issues. This role involves a wide range of problem-solving situations, from short-term transactional to strategic decisions requiring data collection and analysis. The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with attention to detail and exceptional organizational skills. This is an exciting opportunity for those who enjoy problem-solving. This person would be responsible for managing day-to-day reporting and short-term capacity plans by aligning actual staffing to forecasted requirements. The successful candidate will: Generate and create ongoing reporting. Work with Operations on reporting mechanisms to ensure accurate recording and reporting of metrics. Coordinate with Operations to execute short-term capacity movements. Mitigate capacity risks. Generate and create reporting using SQL, Power-BI, and QuickSight tools. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators. 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. Maintain accurate local workforce management data. BASIC QUALIFICATIONS 2+ years of program or project management experience 4+ years' experience in a Contact Center WFM or BI Reporting field Bachelor's degree and/or recognized equivalent work experience PREFERRED QUALIFICATIONS Experience in working with databases, ETL, and SQL in a business environment Demonstrated use of analytical packages and query languages such as SQL, R, Python, and SAS Experience in developing requirements and formulating business metrics for reporting, familiarity with data visualization tools, e.g., Tableau, PowerBI, Quicksight 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 this link for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. #J-18808-Ljbffr

Created: 2025-03-05