Specialist - Global Command Center - Amman, الأردن - Amazon

وصف

• The Amazon's Candidate Connection Services (ACCS) team is one branch of WFS which provides email, chat and phone support to candidates applying for jobs with Amazon. This customer service for candidates removes technical barriers in the hiring process, relieving local HR and Staffing teams from providing Tier 1 candidate support. Candidate Services standardizes candidate messaging and collects actionable data on candidate issues.
  
  Key job responsibilities
  
• Real time monitoring of all network skills: SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time.
• Emergency message posting.
• Priority queue (PQ) / Visibility Threshold (VT) / Preserve Avail (PA) setup based on SL and occupancy performance.
• NPT cancellations if required, drive OT requests.
• Occupancy Management (including VTO decisions, NPT approvals).
• Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams.
• Intraday Reporting (including callouts).
• Write root case analysis (RCA) of any service failure
• Maintain constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.
• Identify irregularities that affect SL and candidate experience, notify the stakeholders and advise them on the required mitigation actions, such as moving flex capacity or minimizing agent non-productive time.
• Thorough understanding of queues / routing profile and perform skill blending and profile modification whenever required.
• Review existing SOP's and preparing new SOP's to document the leanings from each incident and daily event
• Effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.
• Work on adhoc reports