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.
We prioritize the protection of end-user interests, balancing compliance and customer experience. Our team achieves this through automated and manual investigations of seller transactions on our marketplace.
RCO delivers Seller Registrations & Compliance operational processes/services (24x7) to external customers and various Amazon stakeholders, including Registrations Compliance Services (RCS) and Seller Services.
Key Responsibilities:
* Manage queues, skills, and profiles, adjusting staffing according to volume.
* Interpret and communicate data impacting service levels, including arrival shifts, schedules, productivity, and potential impacts on service levels and seller experience.
* Conduct root cause analysis to identify SLA misses through in-depth data reviews.
* Provide input on new metrics and tools.
* Drive the implementation of new metrics and tools, supporting change management processes involving staff and workforce initiatives.
* Escalate major issues and notify workforce managers, ensuring timely incident awareness.
* Communicate effectively with verbal and written interactions within and outside the Workforce Management team, especially regarding adherence issues.
* Produce and own daily, weekly, and monthly reporting on performance goals.
Basic Qualifications:
* Experience in Workforce Management software, such as Aspect or IEX.
* Strong numerical and analytical skills.
* Technical skills: intermediate to advanced knowledge of Microsoft Excel, Outlook, Word, and PowerPoint.
Preferred Qualifications:
* Demonstrated ability to influence stakeholders through effective communication.
* Ability to manage time, prioritize multiple tasks, and meet deadlines.
* Data Analysis experience leading to reporting for leadership.
* Ability to work in a cross-functional environment.