• Senior Workflow Analyst

    Location US-SC-North Charleston
    Posted Date 2 months ago(1/8/2019 7:02 AM)
    Job ID
    Company/Location (search) : Country (Full Name)
    United States
  • Job Description

    The Senior Workflow Analyst's primary responsibilities include operational head-count planning and tactical network capacity management for the Quality Assurance team across global sites. Reporting directly to the local Publishing Services Operations Manager and indirectly to the QA Program Manager, the Senior Workflow Analyst will collaborate with key business partners to identify opportunities for improvement of workforce planning, utilization and service levels.

    Primary Objectives

    • Work closely with key stakeholders to create a work unit forecast plans that enables achievement of the long term forecast goals
    • Plan network capacity by interval to achieve service level, cost and productivity goals.
    • Communicate regularly with key stakeholders to close any capacity gaps and mitigate capacity risks by managing dependencies across multiple sites and operating units.
    • Regularly analyze work unit arrival patterns and team productivity to maintain an accurate day of week and interval workload pattern by skill and work unit type.
    • Manage the planning and coordination of the scheduling of network non-productive time
    • Identify and manage optimal scheduling approaches across the all sites.
    • Identify root cause of any misalignment to the short term plan and implement corrective actions to ensure delivery of service level, cost and productivity goals.
    • Report on service level misses, root cause analysis, and production of corrective action plans.
    • Fully leverage existing technology, including standardization of reporting.
    • Support operational excellence by constantly improving workflow and operational processes.
    • Lead process-improvement efforts and manage the implementation of both business processes and technical solutions.

    Basic Qualifications

    • 3+ years of experience as a Workflow Analyst/Capacity Planner
    • Strong, proven knowledge of MS Office package (especially Excel)
    • Proven ability to push back, foresee potential issues, and advocate for relentless improvement
    • Proven ability to deal with ambiguity and solve for both service level and cost problems
    • Demonstrated ability to make independent, sound decisions that affect the experience of Amazon customers and front-line associates in multiple global sites
    • Excellent analytical and mathematical skills
    • Proven experience communicating and influencing across job levels with both internal and external

    Preferred Qualifications

    • Intermediate to advanced knowledge of SQL, Visual Basic or other programming languages
    • Experience with forecasting volume, volume hiring, and schedule generation
    • BA/BS Degree in Engineering/Finance/Business
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