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 communicate 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 tool’s 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 verbal and 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
· Experience in Workforce Management software, ie: Aspect, IEX · Strong numerical & analytical skills. · Strong technical skills: intermediate to advance 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.
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