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Senior Workflow Analyst

World's most customer centric e-commerce company is looking for Senior Workflow Analyst.

 

Job Description:

  • He/She will be responsible for scheduling of associates as per forecast pattern and considering other site level constraints
  • Should have sound knowledge of routing of contacts and prioritization of contacts as per severity to ensure that service levels are met
  • Creates Interval level/daily level and Week level plan for business to meet the forecasted numbers and required productivity
  • Mitigates capacity risks of that site by managing dependencies across multiple operating units. Clearly communicate dependencies to the site lead and manage/track exceptions
  • Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators such as Occupancy, Productivity, shrinkage, lost hours etc
  • Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding to the best workflow management practices
  • Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at that site
  • Creates reports to drive productivity or to help with root cause analysis
  • Plays an active role in mentoring workflow talent
  • Should have knowledge of basic statistics, excellent analytical and mathematical skills
  • Experience building and analyzing models using various RDBMS tools for optimization
  • Innovative and creative in finding solutions/ designing improved methods, systems and processes
  • Ability to stay focused and keeps up with our continuous and fast-paced growth
  • Ability to deflect decisions with data points, foresee potential issues, and advocate relentlessly for improvement
  • Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment
  • Proven experience communicating and influencing across job levels with both internal and external
  • Flexibility to work in 24*7 environment
  • Comfortable working in a diverse group and contributing to an inclusive culture

BASIC QUALIFICATIONS:

  • Bachelor’s Degree
  • Overall workflow experience of 6 -8 years along with 4 years of scheduling experience (both tool based & manual)
  • Should possess strong knowledge of workflow concepts and its implications
  • Should possess strong analytical and quantitative skills
  • Advance expertise in Microsoft Excel Formulae, Macros, etc
  • Excellent verbal and written communication skills
  • High attention to detail with the capability to lead multiple, challenging priorities simultaneously while in a high-pressure, high-risk environment
  • Ability to effectively communicate with stakeholders, should have interest & ability to work on process-improvements initiatives and projects
  • Excellent planning and time management skills with the ability to deal with multiple demands on time and deal with ambiguity
  • Solve for both service level problems and the challenges of minute-to-minute change will be necessary
  • Qualification:

    Overall workflow experience of 6 -8 years along with 4 years of scheduling experience (both tool bas

  • Job Type:

    full_time

  • Salary:

    As per industry standard

  • Location:

    Hyderabad, Hyderabad, - Hyderabad , Telangana , India

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