WFM - Real Time Analyst en Barcelona

The Selling Partner Support (SPS) Team is looking for a Real Time Analyst in the Workforce Management team based out of the BCN office. This role requires a high level of judgement to ensure the right alarming mechanisms and automation is in place to allow us to scale the business.

Who we are. Resellers (Sellers, Vendors) and Brands represent significant value to Amazon’s online retail customers and Selling Partner Support drives success for these selling partners through a combination of people, processes and services. We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance.

Who you are. As a Real Time analyst you will monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages.

· Strong analytical and organization skills, including trend analysis.
· Ability to plan, prioritize and organize effectively.
· Strong attention to detail.
· Proficiency in Microsoft Office suite particularly with Microsoft Excel.
· Demonstrate flexibility to adapt quickly to departmental changes and conditions.
· Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative.
· Excellent written and verbal communication skills are required
· Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities.
· Ability to work outside of normal schedule with little or no notice.

· Two years of solid call center experience or one year of workforce management experience
· 2+ years experience working with one or more workforce management systems such as eWFM or IEX
· Experience in a fast paced, high-pressure environment.
· Previous experience with ACD reporting desired
· Qualification in Excel