Description VRMO 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. SWOTS 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 Basic Qualifications - Experience in Workforce Management software, ie: Aspect, IEX - Experience in Workforce Management (minimum 9 months) - Good numerical & analytical skills. - Good technical skills: intermediate to advance knowledge of Microsoft Excel, Outlook, Word, PowerPoint. - Graduation is required 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. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.