• Experience in Workforce Management software, ie: Aspect, IEX
• Strong numerical & analytical skills.
• Strong technical skills: intermediate to advance knowledge of Microsoft Excel, Outlook, Word, Power Point.

Come build the future of entertainment with us. Are you interested in shaping the future of movies and television? Do you want to define the next generation of how and what Amazon customers are watching?

Prime Video Global Operations is a team that relentlessly works with partners and is responsible for ingesting content using both partner facing and internal technologies. We obsess over ensuring that every search, discovery and playback interaction with Prime Video (PV) is device agnostic, defect free and results in a high engagement experience for Customers. We collaborate with stakeholders across Prime Video to define, refine and uphold PV’s Customer experience, Quality bar and metrics. PV Global Operations Team plays an essential role at Prime Video, ensuring that the content that powers our vision to be the premier source of global entertainment, is complete and correct.
We are a group of entertainment enthusiasts based in Chennai , Costa Rica and Madrid and we are passionate about ensuring all our customers around the globe have access to all the content they need, when they need it. We work closely with industry professionals, program and technology teams to ensure world-class coverage of key entertainment content, and proactively address content gaps before our customers notice them.
We are looking for an analytical and results-oriented Workflow Analyst to help shape the future of PVGO. This is an exciting time to join, as we scale our coverage of international content, while maintaining a high bar for timeliness and quality.

Key job responsibilities
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 partner / customer 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 using very large datasets
• 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.