Offers “Amazon”

Expires soon Amazon

Workflow Scheduler

  • JAPAN
  • Sales

Job description



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 Selling Partner Support team acts as the primary interface between Amazon and our 3rd party sellers and vendors. We obsess over providing world class support to vendors selling on the Amazon platform. We strive to predict the Selling Partner'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.

Workflow Scheduler will be highly motivated and has experience of working within a fast paced Contact Centre environment. They will be responsible for maximizing contact centre efficiency and performance through effective scheduling of resources and offline activity. This is a highly visible role requiring strong knowledge of contact centre performance metrics and experience working with Aspect eWFM software and strong/Advanced knowledge of excel.

Responsibilities will include
· Responsible for the schedule and delivery of rosters across multiple sites within their region and possibly across multiple language platforms to meet the business needs
· The successful candidate will play a key role in effectively supporting and partnering with Operation to enhance the performance of all sites
· On-going shift review to ensure schedule effectiveness that will meet forecast demand (including the coverage to be provided by outsource partner sites).
· This person will be the main point of contact for all scheduling queries related to operational performance.
· Analyze call trends and profiles to identify the best schedule fit to ensure delivery of Service levels across the business.
· Highlight resource issues/opportunities while working within the labour law of each Amazon location.
· Responsibility for all operational updates on a daily basis within the eWFM system to ensure all factors are accurate to allow service level predictions and potential scenarios which will allow for intraday decision making.
The role requires the right individual to
· Provide added value customer contact forecast information, to enable WF & operational managers to make effective decisions
· Develop close relationships with Real-time and Capacity planning teams on how effective contact routing best matches staffing level
· Analyze historical data to identify areas of underperformance and suggest and outline improvement plans to key stakeholders.
· Manage daily, weekly, monthly holiday allocations across a network with multiple sites ensuring adequate staffing availability while remaining within budget restrictions.
· Understand and promote the JP Scheduling tenants across the network.
· Schedule 1-1's, coaching, training across the JP network.
· Excellent communicator with the ability to provide feedback and reports to all levels of the business
· Proven ability to work under pressure and to deliver to tight deadlines
· Demonstrated understanding of headcount logistics and creation of effective rotas for meet the contact demands across multiple platforms
· Be flexible in working hours

Desired profile



BASIC QUALIFICATIONS

· Proficient with time management.
· 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.
· Excellent written and verbal Japanese and English communication skills and experiences are required to interface effectively with global staff, global managements, and various other internal and external customers. (As reference, JPL N1 / TOEIC 800 above.)
· 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.

Make every future a success.
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