Senior Workflow Analyst

2 weeks ago

Cape Town, 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 process-improvements 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 non-productive time
- Work closely with data, associates and team managers to pro-actively identify issues and take appropriate actions to minimize impact.
- Assist the development of Workforce Management and Scheduling systems by partnering with in-house 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 real-time 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

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