WFM & MIS Analyst, InPayments Operations Team

DescriptionWe are seeking a detail- oriented WFM and MIS Analyst to join our team.The ideal candidate will optimize staffing levels, manage service levels, and drive operational excellence through data- driven decision making.Key job responsibilities• Manage queue, skill, and profile configurations to optimize staffing alignment with volume de- mands• Monitor and analyze real- time service levels, making necessary adjustments based on arrival pat- terns, scheduling, and productivity metrics• Conduct thorough root cause analysis on SLA misses through comprehensive data analysis• Contribute to the development and implementation of new performance metrics and tools• Lead change management initiatives related to workforce optimization• Manage escalation protocols for major operational issues• Maintain effective communication across all levels of organization, particularly regarding adher- ence issues• Develop and maintain daily, weekly, and monthly performance reportingBasic Qualifications- Bachelor's degree- Experience with Microsoft Office products and applications- 1+ years of capacity planning, operations planning, business analysis or similar experience- Experience with Workforce Management PlanningPreferred Qualifications- Knowledge of SQL and Excel at a moderate or advanced level- Experience with Workforce Management Planning and Forecast PlanningOur inclusive culture empowers Amazonians to deliver the best results for our customers.If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit we- hire/accommodations for more information.If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...