Global Command Center Operations Specialist

3 weeks ago


Amman, Amman, Jordan Amazon Full time
Job Summary

We are seeking a highly skilled Global Command Center Operations Specialist to join our Amazon Candidate Connection Services team. As a key member of our team, you will be responsible for providing exceptional customer service to candidates applying for jobs with Amazon.

Key Responsibilities
  • Real-Time Monitoring: Monitor all network skills in real-time, including SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, and wait time.
  • Emergency Message Posting: Post emergency messages as needed.
  • Priority Queue Setup: Set up priority queues, Visibility Thresholds, and Preserve Avail based on SL and occupancy performance.
  • NPT Cancellations: Cancel NPTs if required and drive OT requests.
  • Occupancy Management: Manage occupancy, including VTO decisions and NPT approvals.
  • AUX States Management: Manage AUX states and non-adherence, escalating to Planning & Vendor teams as needed.
  • Intraday Reporting: Generate intraday reports, including callouts.
  • Root Cause Analysis: Write root cause analysis of any service failure.
  • Communication: Maintain constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.
  • Irregularity Identification: Identify irregularities affecting SL and candidate experience, notify stakeholders, and advise on mitigation actions.
  • Queue and Routing Profile Management: Understand queues and routing profiles, performing skill blending and profile modification as needed.
  • SOP Review and Creation: Review existing SOPs and create new ones to document learnings from incidents and daily events.
  • Effective Communication: Communicate effectively, summarizing day performance and handling leadership queries with RCA.
  • Ad-Hoc Reporting: Work on ad-hoc reports.
Requirements

To succeed in this role, you will need a thorough understanding of queues, routing profiles, and occupancy management. You should be able to communicate effectively, both verbally and in writing, and be able to handle leadership queries with RCA. Additionally, you will need to be able to work on ad-hoc reports and identify irregularities affecting SL and candidate experience.

We offer a dynamic and challenging work environment, with opportunities for growth and development. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity.



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