Workflow Analyst II Prime Video Trust Safety

Prime Video is changing the way people watch movies and TV shows with millions of titles available ondemand on Kindle Fire TV mobile devices game consoles Internetconnected TVs and Bluray players. Are you excited about launching content on Prime Video and holding key impact on helping our business scale We are looking for an exceptional leader who is passionate to deliver bestinclass customer experience who thinks and acts globally and one who has the ability to invent and simplify processes to join us as Workforce Analyst II for Prime Video Trust & Safety.

The ideal candidate has a positive attitude and is a resultoriented individual with willingness to work in a 24/7 environment. They should be able to clearly understand inscope and outscope compliance workflows ensures ontime delivery of compliance activities creates and adopts standard work methodology for daily work to reduce rework manual work error identification time and waste. They must clearly communicate to all stakeholders timelines description of service quality risks and resources needed.

Key job responsibilities
Realtime monitoring & reporting of schedule deviations and schedule nonadherence
Create run and execute SQL queries for large data sets analysis
Allocate workflow titles across global sites and programs
Work on realtime tickets related to work allocation to maximize utilization
Prepare and communicate daily handoff report to Workforce Management (WFM) leadership team on Service Level performance
Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk and initiate appropriate tactics to ensure service levels are maintained
Serve as primary interface between Workforce Management and Site Ops leadership to establish and strengthen a positive partnership
Drive realtime adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
Communicate and call out changes of incoming contact patterns to operations and the Workforce Management team
Have realtime communication with the Workforce Management team and operations when call outs or changes need to be done
Support changes within routing of the skills or profiles
Highlevel Decision Making & Complex Problem Solving: Proactively gather the right data from appropriate sources probe/consider all the facts considers other perspectives conduct root cause analysis

1 years of tax finance or a related analytical field experience
3 years of Excel (including VBA pivot tables array functions power pivots etc. and data visualization tools such as Tableau experience
3 years of business or financial analysis experience
Experience defining requirements and using data and metrics to draw business insights
Experience making business recommendations and influencing stakeholders
SQL proficiency

Proven expertise knowledge with Quicksight and Macros
2 years experience in Operations or Contact Center Management
Proficient in Python
Experience in Workforce Management
Advanced skills using Microsoft Excel in a business environment
Ability to prioritize and meet tight deadlines
Keen ability to analyze and interpret data to help inform and influence decision making
Bachelors degree or 4 years of equivalent professional experience

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.