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Senior Workflow Analyst

4 months ago

Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time
Min NQF4 qualification

  • Min 2 Years' experience in scheduling, planning or other components of managing and planning workflow capacity
  • Expertise in Microsoft Excel (Formula, Pivot Tables, Macros, etc.)
  • Expertise in SQL, Power BI, Quicksight, R or Python, VBA, Robotic Process Automation, Machine Learning Models
  • Excellent planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity
  • Advanced analytical skills and should provide analysis support on project 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 variance and to execute solutions
  • Ability to provide sound advice and effective communication with stakeholders, Should have interest & Ability to work on processimprovements initiatives and projects
  • Understanding of workforce management programs
WWCP#

Responsibilities:

  • Support the delivery of service levels, and productivity targets for the site and marketplaces he/she is supporting
  • Responsible for the assignment of tasks to the operation by optimizing the usage of workforce.
  • Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition).
  • Work with operational and support teams to effectively plan short term nonproductive time
  • Work closely with data, associates and team managers to proactively identify issues and take appropriate actions to minimize impact.
  • Assist the development of Workforce Management and Scheduling systems by partnering with inhouse technology teams.
  • Running "what if" scenarios for associate staffing and make proper use of statistical tools.
  • Manage and drive change through effective use of clearly defined delivery plan, ensuring stakeholders receive regular updates.
  • Lead and participate in global projects and initiatives. He / She will own providing optimal solutions for upcoming initiatives.
  • Proactively identify service improvement opportunities and ensure continuous improvement within Capacity Planning across strategic and tactical forecasting, advisor scheduling, metric reporting and realtime delivery.
Cape Town, ZAF

  • BA or BS degree in business or a related field is preferred
  • Min 4 Years' experience in scheduling, planning or other components of managing and planning workflow capacity