HR Service Workforce Analyst
亚马逊中国
- 公司规模:5000-10000人
- 公司性质:外资(欧美)
- 公司行业:互联网/电子商务
职位信息
- 发布日期:2020-10-23
- 工作地点:北京-丰台区
- 招聘人数:1人
- 工作经验:无需经验
- 学历要求:本科
- 语言要求:英语精通
- 职位月薪:6-8千/月
- 职位类别:人事专员
职位描述
Position Responsibilities:
· Intraday real time monitoring of service levels for all Client Services skills at all sites.
· Real time monitoring of agents performance from all Client Services teams at all sites.
· Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
· Communicate and callout changes to incoming contact patterns to operations and the WFM team
· Have a real time communication with the WFM(Workforce Management) team and operations when callouts or changes need to be done
· Support changes within routing of the skills or profiles
· Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and NPT usage
· Build and maintain strong relationships with key stakeholders from all countries supporting Client Services to ensure shared objectives are met
· Review TTs assigned to the WFM team that require real-time assistance to different stakeholders
· Review and process VTO/NPT/OT requests in real-time
· Provide assistance to the WFM team as needed
Experience/Skills:
· Strong numerical and analytical skills
· Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances
· Demonstrated ability to communicate effectively in a multi-cultural environment
· Demonstrated ability to work under pressure
· Demonstrated effective time management skills
· Ability to effectively interact with employees at all levels of the organization
· Ability to maintain confidentiality
· Demonstrates effective communication and public speaking skills
· Able to give and receive feedback effectively
· Positive and enthusiastic work ethic
· Demonstrates resilience, drive and ownership for own personal development
· Strong attention to detail
· Ability to multitask
Basic qualifications
· Fluent English
· Minimum 3+ months of experience within ERC
· Bachelor’s degree or equivalent
· Solid proven experience in a live queue contacts environment
· Solid proven experience using contact center technology
· High proficiency in Microsoft Excel
· Experience in Contact Center Operations
· Exceptional analytical skills
Preferred qualifications
· Knowledge of Six Sigma/Lean Processes
· Workforce management experience
· Experience using contact center workforce management tools
· High proficiency in SQL
公司介绍
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。
联系方式
- Email:cn-proserve-intern-2019@amazon.com
- 公司地址:总部地址: 北京市朝阳区东四环中路56号远洋国际中心A座 (邮编:100025)