Experienced Full Stack Work from Home Amazon Customer Service Operations Manager – Real-Time Analyst

Join Our Dynamic Team as a Senior Real-Time Analyst and Shape the Future of Customer Service Operations Are you a seasoned professional with a passion for data analysis and customer service operations? Do you thrive in fast-paced environments where no two days are the same? Look no further! We're seeking an experienced Full Stack Work from Home Amazon Customer Service Operations Manager – Real-Time Analyst to join our dynamic team at ERC.

About Us

ERC is a leading provider of customer service solutions, dedicated to delivering exceptional experiences to our clients and their customers. Our team of experts is passionate about innovation, collaboration, and continuous improvement. As a Senior Real-Time Analyst, you'll be part of our US ERC Workforce Management team, working closely with global operations teams to drive business growth and excellence.

Key Responsibilities

As a Senior Real-Time Analyst, you'll be responsible for real-time monitoring of service levels, managing operational KPIs, and site-level performances. Your primary objectives will be to:

• Ensure Effective Management of Incoming and Outbound Phone, Chat, and Email Volumes: Analyze forecasted details from the Economists team and draft way-forward plans for peak readiness, headcount hiring, and other operational requirements.
• Monitor and Address Shift Responsibilities: Track interval-level volume trends, org/site-level shrinkage, NPTs, productivity, and other key performance indicators (KPIs) impacting business metrics.
• Ensure Operational Expectations are Met: Verify that each org/skill adheres to operational expectations, including shift/break, missed calls, disconnected calls, and max calls adherence.
• Collaborate with Network POCs: Liaise with WFM and Ops POCs for owned Org/skills, identifying gaps and opportunity areas that may impact operational metrics.
• Timely Closure of Planning Activities: Ensure timely closure of planning-related activities, such as training QA requests, optional and mandatory holidays planning, shift rollovers, BCP planning, and WFM actionable SIMs/tickets.
• Capacity Alignment and Mentorship: Ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short-term deficits. Mentor and develop fellow RTAs with WFM required skills and knowledge.
• Deep Dive Analysis and Insights: Provide in-depth analysis and insights on metric misses, including factual callouts and paths to green (PTGs).
• Process Improvement: Ensure expected processes are followed by Operations and simplify current processes to remove waste or non-value enablers.

Essential Qualifications

* Bachelor's Degree in Business Administration, Operations Management, or a related field: A degree in a related field or equivalent experience is required.

• Minimum 3 Years of Experience in Workforce Management or a Related Field: Proven experience in workforce management, operations management, or a related field is essential.
• Strong Analytical and Problem-Solving Skills: Excellent analytical and problem-solving skills, with the ability to interpret complex data and develop actionable insights.
• Excellent Communication and Interpersonal Skills: Strong communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
• Proficiency in Microsoft Office and Google Suite: Proficiency in Microsoft Office and Google Suite, including Excel, Word, PowerPoint, and Google Drive.

Preferred Qualifications

* Master's Degree in Business Administration, Operations Management, or a related field: A master's degree in a related field or equivalent experience is highly desirable.

• Certification in Workforce Management or a Related Field: Certification in workforce management or a related field, such as the Certified Workforce Manager (CWM) designation, is highly desirable.
• Experience with Amazon Customer Service Operations: Experience working with Amazon customer service operations or a similar environment is highly desirable.

Skills and Competencies

* Data Analysis and Interpretation: Strong data analysis and interpretation skills, with the ability to develop actionable insights from complex data sets.

• Process Improvement: Excellent process improvement skills, with the ability to identify and implement process improvements that drive business growth and excellence.
• Collaboration and Communication: Strong collaboration and communication skills, with the ability to work effectively with cross-functional teams and stakeholders.
• Leadership and Mentorship: Strong leadership and mentorship skills, with the ability to develop and lead high-performing teams.
• Adaptability and Flexibility: Excellent adaptability and flexibility, with the ability to thrive in a fast-paced environment with changing priorities and deadlines.

Career Growth Opportunities and Learning Benefits

As a Senior Real-Time Analyst at ERC, you'll have access to:

• Career Advancement Opportunities: Opportunities for career advancement and professional growth, including promotions, new roles, and leadership positions.
• Training and Development Programs: Access to comprehensive training and development programs, including workshops, webinars, and online courses.
• Mentorship and Coaching: Mentorship and coaching from experienced professionals, with a focus on developing your skills and competencies.
• Networking Opportunities: Opportunities to network with cross-functional teams and stakeholders, including industry leaders and experts.

Work Environment and Company Culture

ERC is a dynamic and inclusive work environment, with a focus on collaboration, innovation, and continuous improvement. Our company culture is built on:

• Diversity and Inclusion: A commitment to diversity and inclusion, with a focus on creating a welcoming and inclusive work environment.
• Collaboration and Teamwork: A culture of collaboration and teamwork, with a focus on working together to achieve business goals and objectives.
• Innovation and Continuous Improvement: A culture of innovation and continuous improvement, with a focus on identifying and implementing process improvements that drive business growth and excellence.
• Employee Well-being: A commitment to employee well-being, with a focus on providing a healthy and supportive work environment.

Compensation, Perks, and Benefits

As a Senior Real-Time Analyst at ERC, you'll enjoy a competitive compensation package, including:

• Salary: A competitive salary, commensurate with experience and qualifications.
• Benefits: Comprehensive benefits, including health insurance, dental insurance, vision insurance, and a 401(k) plan.
• Perks: Perks, including flexible work arrangements, remote work options, and a generous paid time off policy.
• Professional Development Opportunities: Opportunities for professional development, including training and development programs, mentorship and coaching, and networking opportunities.

Conclusion

If you're a seasoned professional with a passion for data analysis and customer service operations, we encourage you to apply for this exciting opportunity. As a Senior Real-Time Analyst at ERC, you'll have the chance to shape the future of customer service operations, work with a dynamic and inclusive team, and enjoy a competitive compensation package. Apply now and take the first step towards a rewarding and challenging career with ERC! Apply for this job