Eligibility:- Freshers/Experiance Graduate
About Us:-Amazon.com, Inc., often referred to as simply Amazon, is an American electronic commerce and cloud computing company with headquarters in Seattle, Washington.
Provide historical and real-time performance reports to the sites for Organizational Unit (OU) performance with high level data while also providing detailed and in-depth analysis on results.· Works with OU and business team to prepare analysis, compile exceptions report and present the site’s exceptions to global management team.
Develop & maintain standard data reporting for associate and site level performance.
Maintain & report associate level schedule adherence and AHT data.
Review historical metrics and benchmark new targets and goals for the site while keeping Business goals and targets at the forefront.
Clearly identify areas that are impacting quality and performance and present to management team with results.
Build and maintain new reports for the Site.
Responsible for developing, owning and distributing the Associate and Team lead Dashboards.
Compile statistical data and write narrative reports summarizing trend analysis/quality assurance findings and recommendations.
Analyzing performance data identifying bottlenecks and recommending resolutions.
Daily Interaction with Capacity and Workforce Manager on historical contact analysis looking at actual vs. forecast.
Ongoing development of ad-hoc reporting for the Business based on projects, new initiatives that may arise from time to time.
Daily analysis of Associate Email and Phone case responses to provide real-time feedback to Team leads through case mining that supports coaching initiatives and activities.
Provide reports on Aged Cases, First Contact Resolution (FCR) & Time Taken to Resolve (TTR), AHT, Transfers and track trends on weekly, monthly and rolling year periods to highlight any trends and present back to Site Management.
Based on results of analysis, be available to be part of project teams in looking for ways to improve FCR/TTR/Positive Response Rate (PRR) and Productivity.
Detailed reporting on specific reason codes that are impacting site metrics.
Look for ways of automating reports that are visible to the site throughout the day that helps the Business achieve their metrics on site and global level.
Developed ongoing relationships with global reporting team to learn, support and share best practices, to ensure compatibility between site and org level reports.
Supporting the training and coaching of colleagues in reporting from time to time.
Volume and site allocations analysis
Identify common Associate development/training needs and filter information to leadership team.
Strong command of Excel and other MS Office programs.
Previous experience of reporting & data analysis.
Ability to work under pressure in a fast-pasted dynamic environment. Consistently maintains calm demeanor - able to maintain control with confidence and ease, while remaining flexible amongst the changes in a fast growing business.
Clear thinking and logical with an ability to deal with ambiguity.
Must display fine attention to detail - successfully completes tasks requiring deep attention to a high volume of detailed information with the ability to build quality process into job functions.
Efficiently manages time based on continual evaluation of priorities, meets deadlines with high quality deliverable reflecting complete understanding of expectations, able to multi-task with laser-like focus.
Excellent analytical and mathematical skills.
Takes pride in own work and understands the importance of teamwork.
· Prior experience in handling large amount of complex data and dealing with multiple metric reporting (MIS) is preferred.
· Working knowledge of SQL is desired.
· Report Automation.