How often have you had an opportunity to be at ground zero of a disruptive, fast-growing, and evolutionary global Amazon service? How frequently do you get to start from the foundation and solve customer needs at a global scale in a fast-growing entertainment streaming industry? At Prime Video, we are pioneering a new generation of digital supply chain at a remarkable speed to accelerate our market position and global reach. If this sounds interesting, come build the future of streaming entertainment with us!

Prime Video is a premium streaming service that offers customers a vast collection of TV shows and movies - all with the ease of finding what they love to watch in one place. We offer customers thousands of popular movies and TV shows from Originals and Exclusive content to exciting live sports events. We also offer our members the opportunity to subscribe to add-on channels which they can cancel at anytime and to rent or buy new release movies and TV box sets on the Prime Video Store. Prime Video is a fast-paced, growth business - available in over 240 countries and territories worldwide. The team works in a dynamic and global environment where innovating on behalf of our customers is at the heart of everything we do.

We are searching for a Level 4 Work Allocation Analyst, who is passionate about Customer Experience, who thinks/acts globally and has the ability to navigate in a fast paced, data driven, complex manual workflow environment.

The Work Allocation Analyst will be responsible for creating/ maintaining operator skill metrics and allocate work to operators. The Work Allocation Analyst will collaborate with program and ops managers to identify improvement opportunities to increase workforce utilization and productivity. They should also work closely with the resource planning team to make required changes in daily/weekly/monthly headcount, inline to the changes in incoming volume trends. The successful candidate will be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment. If this sounds intriguing, please consider this role on the Prime Video Content Management Team.

Key job responsibilities
The primary responsibility of this role is to perform various tasks related to publishing or assessing/enhancing the quality of content available in the Amazon Prime Video catalog, under general supervision. The day to day job requires the individual to make judgment-based decisions by following a standard operating procedure. This will involve tasks such as:
1. Responsible for workflow, skill and profile management and adjusting resources in line with volume.
2. Interprets and communicate data impacting the current Service level including shift in arrivals, schedules, productivity that could impact Service level and seller experience.
3. Deliver root cause analysis to identify misses in SLA’s through deep dives of data
4. Provide inputs on new metrics and tools
5. Drives the implementation of new metrics and tool’s along with supporting the change management process involving staff and workforce initiatives.
6. Escalate all major issues and notify measurement leadership and tooling team — whether they’re in operations or the affected businesses— ensuring the right people know of the incident at the right time.
7. Communicates effectively both verbal and written form on all interactions within and outside of the efficiency measurement team. 8. Especially when engaging stakeholders on specific Adherence issues.
9. Produce and own daily, weekly and monthly reporting on performance goals.