RCO WFM Analyst, RnC

Description

VRMO organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace. SWOTS provides / delivers Seller Registrations & Compliance operational processes / services (24x7) to Amazon external Customers as well as different Amazon stakeholders including Registrations Compliance Services (RCS) and Seller Services.

Delivery of Performance :

• Responsible for queue, skill and profile management adjusting staffing in line with volume.
• Interprets and communicate data impacting the current Service level including shift in arrivals, schedules, productivity that could impact Service level and seller experience.
• Deliver root cause analysis to identify misses in SLA's through deep dives of data
• Provide inputs on new metrics and tools
• Drives the implementation of new metrics and tool's along with supporting the change management process involving staff and workforce initiatives.
• Escalate all major issues and notify workforce managers- whether they're in operations or the affected businesses- ensuring the right people know of the incident at the right time.
• Communicates effectively both verbal and written form on all interactions within and outside of the Workforce Management team. Especially when engaging stakeholders on specific Adherence issues.
• Produce and own daily, weekly and monthly reporting on performance goals

Basic Qualifications

Preferred Qualifications

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