ADCI HYD 13 SEZ
Human Resources, global corporate
Sr.Associate,GCC,GlobalCommandCenter
Neural analysis suggests this role is
optimal for Senior candidates.
“Sr. Associate, GCC, Global Command Center at ADCI HYD 13 SEZ. Skills: Real Time Monitoring, Service Level Management, Occupancy Management. Monitor network skills. Post emergency messages”
Industry & Context.
Problem solving; Root cause analysis
What They're Looking For.
Must Have
1+ years of experience in Contact Center Management / Workforce Management (WFM) / Real Time Analysis (RTA), Knowledge of Microsoft Office products and applications (especially Excel), Advanced proficiency in Microsoft Excel
Nice to Have
2+ years of Microsoft Office products (excel, PPT, macro, access) experience with automation skill, 2+ years in managing WFM tool
What You'll Do.
Monitor network skills
Post emergency messages
Setup Priority queue / Visibility Threshold / Preserve
Cancel NPT if required
Manage AUX states / non-adherence
Escalate to Planning & Vendor teams
Perform Intraday Reporting
Write root cause analysis
Maintain communication with site operations
Identify irregularities affecting SL and candidate experience
Notify stakeholders of irregularities
Advise on mitigation actions
Review existing SOP’s
Summarize day performance
Handle leadership queries
Oversee Contact Center Operations
Manage agent performance metrics
Manage real-time queue
Manage Service level struggles
Manage incidents affecting candidate Support
Manage planned and unexpected outages
Resolve system issues
Manage access control of tools
Perform weekly reconciliation
Drive projects for team goals
How You'll Work.
Team & Collaboration
Site operations; Senior leadership; Content team; Technology teams; Internal clients; Planning teams; Vendor teams; Contact Center Operations
Communication Scope
Verbal communication; Written communication
Full Job Description
Love data as much as we do? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify? Want to influence at Amazon? We have the career for you. The WFS GCC owns the end-to-end Real Time Monitoring of Amazon's candidate service network. 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 WFS (Workforce Staffing) org 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 Real time monitoring of all network skills: SL, Volume Offered/Incoming/Handled vs. Forecast/Commit, 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. • Int
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