宁波招聘

Ideal Candidate
The ideal candidate is a leader with demonstrated ability to implement workforce management methodologies, process mapping, and optimization techniques and make data driven decisions for project deliverables. They will also possess an analytic, statistical and optimization background to enable tactical workforce planning. Cross-team collaboration, project management, and executive presentation skills are essential. The successful candidate will work closely with multiple business teams, Site Operations, Capacity Planning, Recruitment, Training and Leadership. A passion for developing a standard WFM model is required, as is engaging your team to do the same. You will play an active part in this effort including developing policy and procedure, WFM Team SLAs and ensuring we meet or exceed performance targets.

Primary responsibilities include:

• Provide leadership and development of WFM Scheduling Team members, ensuring that all team members have proper training and understanding of policies and procedures.
• Ownership of scheduling policies and practices across businesses in multiple regions, OU's and languages, balancing Seller and Associate needs.
• Serve as primary POC for all scheduling-related issues and escalations.
• Ensure all scheduling inputs are maintained for business including audits of scheduling metrics, generating reporting templates, and updating capacity inputs into system.
• Provide scheduling escalation, recovery, and restore capabilities for any failure of service; notify the proper support teams; and coordinate recovery as needed.
• Chair regular meeting with Operations Managers to lead NPT discussions, Aspect questions, staffing alignment, and forecast accuracy and to devise action plan as necessary for up to 8 weeks in advance.
• Manages business- and executive-level escalations, including reporting to senior-level leadership; accountable for SLA and capacity delivery.
• Owner of senior leader initiatives and key inputs needed for reporting and drives initiatives to effectively manage associate experience and operational excellence.
• Provide technical support, advice, process improvement recommendations, and implementation assistance to application teams on major projects and changes.
• Identify and actively drive team changes, staffing and training needed to support capacity needs.
• Communicates effectively with peers across the same functional areas and across teams to drive priorities.
• Loop competencies
• Hire and develop best, Dive Deep, Invent and Simplify, Deliver Result, Think Big, Learn and Be curious; Back bone, disagree and commit.

· Basic Qualifications

• Bachelor's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred.
• 2+ years of experience in Workforce Management using Aspect Workforce Management software.
• Expert knowledge of Contact Center resourcing fundamentals with demonstrated expertise in scheduling practices in multi-channel global contact center environments including phone, email and chat.
• Ability to work within a team and manage / prioritize workload effectively, managing expectations with key stakeholders.
• Proven team management skills, including the ability to lead, motivate, coach and develop others

· Preferred Qualifications

• Ability to appropriately gather, integrate and interpret data then utilize arrange of analytical tools to constructively challenge and test assumptions in order to identify improvements.
• Analytical and logical thinker with the ability to apply creative solutions to resource constraints

亚马逊于 2004 年进入中国，秉承“顾客至尚”的理念，不断为中国用户创新。目前亚马逊在中国布局的核心战略业务包括以亚马逊海外购和亚马逊全球开店为中心的跨境电子商务，Kindle 电子书阅读器和电子书，亚马逊物流运营和亚马逊云计算服务（AWS）。

依托亚马逊全球15大站点、***的全球资源和跨境物流体系，亚马逊中国持续推进跨境电商战略。2014年， 亚马逊中国正式上线亚马逊海外购商店——亚马逊***本地化、多站点的全球商店，致力于打造中国消费者信赖的选购高品质海外正品的跨境网购首选站点。消费者用中文即可直接购买来自亚马逊美国、英国、日本、德国网站的 30 大 品类、逾 2000 万的海外正品。商品经由亚马逊全球物流体系从海外运营中心直送中国消费者。亚马逊 Prime 会员服务 于2016年10月在中国上线，是亚马逊全球***提供跨境订单全年无限次免费配送的会员服务。

亚马逊全球开店致力于帮助中国卖家发展出口业务、拓展全球市场、打造国际品牌。目前数以万计的中国卖家加入了该项目。包括亚马逊美国、加拿大、德国、英国、法国、意大利、西班牙、日本、墨西哥、澳大利亚、中东及印度在 内的 12 大海外站点已向中国卖家全面开放。中国卖家可将商品销售给亚马逊全球超过 3 亿的活跃用户，以及亚马逊美国、欧洲和日本的数百万企业与机构买家。

亚马逊在全球拥有 175 个运营中心，配备超过 10 万台 Kiva 智能机器人，可将商品配送至 185 个国家和地区。借助全球领先的物流交付能力，亚马逊中国为通过海外购进行跨境网购的中国消费者提供一流的跨境配送体验，并帮助中国卖家出口海外，拓展国际市场。

亚马逊中国致力于为中国消费者带来完善的阅读体验，点燃中国大众的阅读热情。2012年12月，Kindle中国电子书店正式上线，通过与数百家中国出版机构商和进口书商合作，目前为中国读者提供了超过 70 万册电子书。2013 年 6 月，Kindle 电子书阅读器进入中国市场，随后亚马逊陆续为中国消费者带来了 Kindle 电子书阅读器全系列产品，并与全球保持新品同步发售，Kindle Unlimited电子书包月服务与Prime 阅读等服务也相继推出。