Job Description
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.
The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success.
AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
At AWS, we're looking to hire a Sr.
Workforce Scheduler to be part of the AWS Support Engineering Community Support Workforce Management team.
The Scheduler will lead and manage end to end scheduling life cycle and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.
The position will have high visibility to all the operations teams internally.
Key job responsibilities Regularly generate schedules to maximize resource efficiency Statistical knowledge and experience with forecasting techniques Ensure that work shifts are updated on a timely basis with Operations Manage (approve/reject) time offs based on shrink goals Track and update NPTs (Site wide meetings, 1:1 meetings, trainings) so we have visibility into future staffing and can identify gaps and risks.
Manage shift swap requests (approve / reject)Analyze various scheduling factors to determine optimal schedules and provide recommendations to staff Maintain intra-day performance and hygiene reports Maintain data integrity in WFM systems Manage shift bids as needed and assist managers with data to volunteer engineers on preferred shifts Inform operations and the broader WFM team of changes in incoming contact patterns Manage site-wide Holidays by analyzing incoming demand and making necessary staffing adjustments Real-time communication with WFM and operations when call outs or changes are needed Send reports related to the performance of each site, including shrinkage, occupancy, and key performance indicators Assist key stakeholders from all sites in achieving shared objectives by building and maintaining strong relationships BASIC QUALIFICATIONS5+ years of program or project management experience5+ years of defining and implementing process improvement initiatives using data and metrics experience Knowledge of Excel (Pivot Tables, VLook Ups) at an advanced level and SQLExperience working cross functionally with tech and non-tech teams3+ years previous experience in a Workforce Management role as a Scheduler/Scheduling Lead/Scheduling Analyst in call center environment; 3+ years experience managing Alvaria (formerly known as Aspect) WFM tool or similar PREFERRED QUALIFICATIONS3+ years of driving end to end delivery, and communicating results to senior leadership experience3+ years of driving process improvements experience Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization Experience building processes, project management, and schedules Demonstrates Decision Making/ Complex Problem Solving Proactively gather the right data from appropriate sources, probe/consider all of the facts Considers other perspectives Conduct root cause analysis Refer to long term plans and goals Prioritize key factors; act decisively, promptly and confidently Advanced skills using Microsoft Excel in a business environment Ability to prioritize and meet tight deadlines Analytical with attention to detail Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolution
#J-18808-Ljbffr