Workforce Scheduler

Job description

DESCRIPTION

For more than 11 years, Amazon Web Services (“AWS”) has been the world’s most comprehensive and broadly adopted cloud platform. AWS offers over 100 fully featured services to millions of active customers around the world—including the fastest-growing startups, largest enterprises, and leading government agencies—to power their infrastructure. AWS Premium Support provides global technical support to a wide range of customers using AWS Cloud as they build mission-critical applications on top of AWS services. AWS Premium Support Global Business Operations (Biz Ops) is a diverse team that provides the underlying infrastructure (tools, people planning, and processes) to enable decision making to ensure business success and is seeking an experienced Senior Workforce Analyst.

In this role, you will be responsible for building relationships with a site’s leadership teams and helping them execute on a staffing plan for the highly complex teams that supports 160+ services 24/7 within Premium Support fields within AWS. You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to local and global stakeholders to support business operations. You will collaborate with internal stakeholders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.

Key Responsibilities for Workforce Analyst:

· Support the delivery of service levels and productivity targets for our global sites and work groups
· Creation and governance of engineer schedules.
· Work closely with data to proactively identify issues and take appropriate actions to minimize impact.
· Monitor and report on site adherence to Average Handle Time (AHT), Occupancy, and Volume handling.
· Responsible for overseeing intraday intervals.
· Support with Real Time monitoring when needed

PREFERRED QUALIFICATIONS

· Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent
· Database related experience and be able to write complex SQL queries
· Must be flexible, detail-oriented, and comfortable in a fast paced environment

Desired profile

BASIC QUALIFICATIONS

· Minimum of one year in customer service support operations or similar
· Minimum of six months in contact center capacity planning, workflow or Business Intelligence experience.
· Proficient in Microsoft Excel and comfortable in dealing with large amounts of data.
· Experience performing data analysis, including root cause identification and presenting data and recommendations to stakeholders.
· Ability to communicate effectively in English (verbally and written)