Prime Video is changing the way people watch movies and TV shows, with millions of titles available on-demand on Kindle, Fire TV, mobile devices, game consoles, Internet-connected TVs, and Blu-ray players. Are you excited about launching content on Prime Video and holding key impact on helping our business scale? We are looking for an exceptional leader who is passionate to deliver best-in-class customer experience, who thinks and acts globally, and one who has the ability to invent and simplify processes to join us as Workflow Analyst for Prime Video Trust & Safety.
The ideal candidate has a positive attitude and is a result-oriented individual with willingness to work in a 24/7 environment. They should be able to clearly understand in-scope and out-scope compliance workflows, ensures on-time delivery of compliance activities, creates and adopts standard work methodology for daily work to reduce re-work, manual work, error identification time and waste. They must clearly communicate to all stakeholders’ timelines, description of service quality, risks, and resources needed.
Key job responsibilities
• Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence;
• Allocate workflow titles across multiple sites globally and programs;
• Work on real-time tickets related to work allocation to maximize utilization;
• Prepare and communicate daily handoff report to WFM leadership team on SL performance;
• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained;
• Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership;
• 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 team and operations when callouts or changes need to be done;
• Support changes within routing of the skills or profiles;
• Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis.
Basic Qualifications:
- 1+ years of tax, finance or a related analytical field experience
- 2+ years of complex Excel VBA macros writing experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL or ETL
Preferred Qualifications:
- Experience working with Tableau
- Experience using very large datasets
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