WFM - Real Time Analyst en Barcelona
Barcelona, ES
hace 5 días
source : StudentJob


The Selling Partner Support (SPS) Team is looking for a Real Time Analyst in the Workforce Management team based out of the BCN office /

This role requires a high level of judgement to ensure the right alarming mechanisms and automation is in place to allow us to scale the business /

Who we are /

Resellers (Sellers, Vendors) and Brands represent significant value to Amazon’s online retail customers and Selling Partner Support drives success for these selling partners through a combination of people, processes and services /

We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance /

Who you are /

As a Real Time analyst you will monitor all issues that impact service levels and take actions to resolve or reduce the impact /

Notify support teams as required /

Perform operational and oversight responsibilities as required to ensure all SLAs are met /

Evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages /


  • Strong analytical and organization skills, including trend analysis /
  • Ability to plan, prioritize and organize effectively /
  • Strong attention to detail /
  • Proficiency in Microsoft Office suite particularly with Microsoft Excel /
  • 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 communication skills are required
  • Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities /
  • Ability to work outside of normal schedule with little or no notice /

  • Two years of solid call center experience or one year of workforce management experience
  • 2+ years experience working with one or more workforce management systems such as eWFM or IEX
  • Experience in a fast paced, high-pressure environment /
  • Previous experience with ACD reporting desired
  • Qualification in Excel
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