Amazon TRMS is hiring a WFM Tools Specialist. This individual will be responsible for configuration and maintenance of tools and systems used by our Workforce Team and Operations Team.
The candidate is expected to have a keen interest in tools and should be able to ‘Think Big to ensure the value add of the new tools is understood by both Workforce and end user of the tools.
The successful candidate will be a creative and analytical problem solver, who is comfortable in a fast-paced, multi-tasked, high-energy environment. They will be able to demonstrate a history of commitment to exceptional customer experience, bias for action, ability to earn trust of others, high level of dedication, enthusiasm, motivation, and intelligence.
While the ideal candidate will have analytic experience in a large call center environment, candidates with superior analytical skills in any industry are encouraged to apply. The candidates would be operating in a capacity of Tools Specialists who would be troubleshooting existing systems, escalating issues which are out of scope and engaging right parties & stakeholders to ensure leadership is kept informed of any special situations that can result is SL Misses from tools perspective.
- Experience with the Workforce Management tools is must along with good Understanding of the GACD routing and systems. - Good knowledge of the amazon trouble ticketing systems. - Excellent planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity. - Strong analytical, problem solving and decision making skills that foster developing creative solutions. - Ability to deep dive, conduct root cause analysis and implement corrective actions. - Flexible, people oriented and able to work in a team environment. - Experience exercising strong oral, written, listening and interpersonal skills - Ability to develop presentations leveraging a proficiency in MS Office. - Excellent customer focus and bias for action. - Knowledge of SQL, Visual Basic (Excel Macros), Visual Dashboards is a plus. - Knowledge of workforce managements tools like Aspect, IEx would be an added advantage
- Not limited to but should have experience managing queues. - Knowledge of Workforce tools like Aspect, IEx, CSSM is an added advantage. - Positive and enthusiastic work ethic - Demonstrates resilience, drive and ownership for own personal development - Excellent speaking-listening-writing skills, attention to details, proactive self-starter. - Ability to work successfully in a dynamic, ambiguous environment. - Ability to meet tight deadlines and prioritize workloads. - Ability to develop new ideas and creative solutions.