DESCRIPTION Job Summary
The Registration & Compliance Operations (RCO) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace. RCO provides/delivers Seller Registrations & Compliance operational processes/services (24x7) to Amazon external Customers as well as different Amazon stakeholders including Registrations Compliance Services (RCS) and Seller Services.
Delivery of Performance: Responsible for queue, skill and profile management adjusting staffing in line with volume.Interprets and communicates data impacting the current Service level including shift in arrivals, schedules, productivity that could impact Service level and seller experience.Deliver root cause analysis to identify misses in SLA's through deep dives of data.Provide inputs on new metrics and tools.Drives the implementation of new metrics and tools along with supporting the change management process involving staff and workforce initiatives.Escalate all major issues and notify workforce managers- whether they're in operations or the affected businesses- ensuring the right people know of the incident at the right time.Communicates effectively both verbally and in written form on all interactions within and outside of the Workforce Management team, especially when engaging stakeholders on specific Adherence issues.Produce and own daily, weekly and monthly reporting on performance goals.BASIC QUALIFICATIONS Experience in Workforce Management software, ie: Aspect, IEX.Strong numerical & analytical skills.Strong technical skills: intermediate to advanced knowledge of Microsoft Excel, Outlook, Word, PowerPoint.PREFERRED QUALIFICATIONS Demonstrated ability to influence stakeholders through effective communication, written and verbal.Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery.Data Analysis experience leading to creation of reporting to leadership.Ability to meet tight deadlines and prioritize workload.Ability to work in a cross-functional environment.Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit our accommodations page.
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