Workforce Analyst - Scheduling

Job description

DESCRIPTION

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

We are looking for an exceptional Workforce Management (WFM) Scheduling Analyst, who is passionate about their work, understands how to manage calls across a network of contact centers, and who has the ability to contribute new innovations to the within the Amazon Seller Support Workforce Management Team.
The ideal candidate will possess experience in typical workforce management disciplines with a focus on maximizing contact center efficiency and performance through effective scheduling of resources and offline activity.

Responsibilities:
· Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments.
· Manages non-productive time request process, ensuring activities are planned without impacting SLAs.
· Responsible for the onboarding of new hires into scheduling system.
· Reviews and processes schedule change requests.
· Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7.
· Leads weekly staffing review meetings detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks.
· Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other off phone activities.

Desired profile

BASIC QUALIFICATIONS

· 2+ years experience in Workforce Management using Aspect Workforce Management software.
· Demonstrated experience working in a multi-channel global contact center environments including phone, email and chat.
· Analytical and solid communications skills are essential to be successful in this role
· Advanced skills using Microsoft Excel in a business environment
· Speaking-listening-writing skills, attention to details, proactive self-starter