GCC Analyst, Workforce Solutions-RTA-HYD

Hiring GCC Analyst, Workforce Solutions - Candidate Services for Real time monitoring WFM Based of Hyderabad

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The WS CS Planning organization owns the end-to-end workforce planning and execution of Amazon's candidate service network. Our forecasting, headcount planning, scheduling, and real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon. We are looking for people to fix the issues impacting candidate experience in real time and plan, implement/improve the new/existing processes & tools with a focus on standardization and automation of real time management processes.

GCC is the Global Command Center for Amazon WS CS with core responsibility of real time service level management (candidate experience) and occupancy management (cost). In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to candidate experience. With a view on continuous improvement, GCC also drives multiple projects aimed at standardization & automation of real time management processes.

We are seeking a motivated individual with a Workforce Management (WFM) background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail.

Key job responsibilities
• Continuously monitor the real-time network performance and take actions to mitigate any risk to metrics and candidate and ACCS associate experience.
• Support GCC L3 team as an SME, maintain constant communication with site operations, vendors, senior leadership, technology teams, and other internal clients on the status of real-time metrics and candidate experience.
• Handling situations where there is a deviation from the plan due to issues at sites, vendors, or incoming volumes.
• Manage high severity incidents by running conference calls with different teams to mitigate risks to metrics, candidate experience, and associate experience.
• Suggesting changes for the improvement of processes and amending SOPs.
• Plan and execute the identified projects by working with various teams.
• Implement an audit mechanism to ensure GCC deliverables are error-free.
• Periodically review the communication/escalation matrix to ensure the POC list is up-to-date.
• Work with cross-functional teams to develop strategies and proposals for mitigating business continuity risks.
• Comfortable in writing daily business review documents and preparing reports for senior leadership.
• Dive deep into data/process, identify problems and identify possible solutions.
• Facilitate business continuity exercises and tests, to identify potential gaps in plans, and prepare recovery strategy.
• Communicate regularly with leadership and ensure consistent reporting of business continuity risks and compliance against identified controls.
• Drive new initiatives and metrics within GCC to enhance the performance of the overall project.