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Job Description
Senior Workforce Scheduler Wanted for AWS Support Team
A highly skilled Scheduler is needed to lead and manage the end-to-end scheduling lifecycle for the AWS Support Engineering Community Support Workforce Management team.
Key Responsibilities:
- Generate schedules to maximize resource efficiency
- Use statistical knowledge and forecasting techniques to ensure effective management of incoming and outbound phone, chat, and email volume
- Update work shifts in a timely manner with Operations
- Manage time offs based on shrink goals
- Track and update NPTs (site-wide meetings, 1:1 meetings, trainings) for future staffing visibility and identify gaps and risks
- Manage shift swap requests and 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 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
- Communicate with WFM and Operations in real-time regarding call outs or changes
- Send reports related to site performance, including shrinkage, occupancy, and key performance indicators
- Build and maintain strong relationships with key stakeholders from all sites to achieve shared objectives
BASIC QUALIFICATIONS:
- 5+ years of program or project management experience
- 5+ years of defining and implementing process improvement initiatives using data and metrics
- Advanced knowledge of Excel (Pivot Tables, VLookUps) and SQL
- Experience working cross-functionally with tech and non-tech teams
- 3+ years of experience in a Workforce Management role as a Scheduler/Scheduling Lead/Scheduling Analyst in a call center environment, with experience managing Alvaria (formerly known as Aspect) WFM tool or similar
PREFERRED QUALIFICATIONS:
- 3+ years of driving end-to-end delivery and communicating results to senior leadership
- 3+ years of driving process improvements
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- Advanced skills using Microsoft Excel in a business environment
- Ability to prioritize and meet tight deadlines
- Analytical with attention to detail
- Ability to analyze data and drive decision-making