Real-Time Analyst

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. The successful candidate will be responsible for the day to day monitoring of performance supporting the Operational needs for the Business. This is a highly visible position with the network.

Delivery of Performance:
Support the delivery of Service levels, management of tasks and offline work for all International ORG’s and functions of TRMS.
· Intraday monitoring of incoming investigations and Service level working alongside the Operations teams and Workforce Manager to effectively make decisions as required
· Reporting on Forecast to Actual incoming volume while monitoring Service level performance at interval, daily and weekly level
· Performing deep dive analysis on Service level misses, outlining key performance drivers to the Business while actively managing any Service level action plans
· Review Daily staffing outlooks – looking at planned staffing against actual staffing and highlighting any variances
· Tracking of daily shrinkage for sickness, vacation, NPT and providing impact analysis on workload
· Make real time ACD contact routing changes to drive implementation of the short term plan
· Support the implementation of Workflow related projects into the TRMS Business – working closely with project managers to deliver on key goals
· Monitoring of daily schedule adherence
· Host and participate in daily metrics calls
· Work closely with Operations and site management to ensure all available time is optimized
· Develop strong relationships with leadership across global sites driving network capacity management while sharing best practices
· Work closely with investigators and team leads to identify any contact drivers

- Competitive salary
- 3.000 EUR relocation bonus (subject to internal policy)
- International working environment (30+ nationalities)
- Exciting benefits and employees discounts
- Pension and life insurance
- 5 weeks of vacation
- The opportunity to develop a rewarding career within Amazon
- Company events organized by employer
- Central location within steps of the metro stop
- Brand new state of the art corporate building

All Amazon interviews are competency based interviews based around Amazon’s 14 leadership principles http://www.amazon.jobs/principles. We are looking for candidates who can show us that they can exemplify these leadership principles as successful Amazonians and apply these principles to their daily working life.

Interview stages:
Step 1: A 30 minute phone interview
Step 2: Full interview loop in our office in Prague. This can also be done by phone depending on your location.