Job ID: 2740090 | Amazon Web Services EMEA SARL (Irish Branch)
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 responsibilitiesRegularly generate schedules to maximize resource efficiencyStatistical knowledge and experience with forecasting techniquesEnsure that work shifts are updated on a timely basis with OperationsManage (approve/reject) time offs based on shrink goalsTrack 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 staffMaintain intra-day performance and hygiene reportsMaintain data integrity in WFM systemsManage shift bids as needed and assist managers with data to volunteer engineers on preferred shiftsInform operations and the broader WFM team of changes in incoming contact patternsManage site-wide Holidays by analyzing incoming demand and making necessary staffing adjustmentsReal-time communication with WFM and operations when call outs or changes are neededSend reports related to the performance of each site, including shrinkage, occupancy, and key performance indicatorsAssist key stakeholders from all sites in achieving shared objectives by building and maintaining strong relationshipsAbout the teamWe are team of workforce schedulers and part of wider Workforce management (WFM) function. We support Operations team to strategically allocate people and resources, track attendance and comply with constantly changing workplace laws and regulations. Our primary objective is to understand business rhythm using historical data and trends to predict future staffing needs and then create schedules that best fit the forecasted model and automatically tracks employee time and attendance.
Mission Statement"Providing support and guidance to operations on staff scheduling to ensure we have right engineer available with the right skill at the right time."
BASIC QUALIFICATIONS5+ years of program or project management experience5+ years of defining and implementing process improvement initiatives using data and metrics experienceKnowledge of Excel (Pivot Tables, VLookUps) 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 similarPREFERRED QUALIFICATIONS3+ years of driving end to end delivery, and communicating results to senior leadership experience3+ years of driving process improvements experienceExperience in stakeholder management, dealing with multiple stakeholders at varied levels of the organizationExperience building processes, project management, and schedulesDemonstrates Decision Making/ Complex Problem SolvingProactively gather the right data from appropriate sources, probe/consider all of the factsConsiders other perspectivesConduct root cause analysisRefer to long term plans and goalsPrioritize key factors; act decisively, promptly and confidentlyAdvanced skills using Microsoft Excel in a business environmentAbility to prioritize and meet tight deadlinesAnalytical with attention to detailDemonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutionAmazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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