For more than 14 years, Amazon Web Services ("AWS") has been the world's most comprehensive and broadly adopted platform, offering over 160 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 Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their needs. In addition to providing support with account and billing related inquiries, we also interface with other AWS teams representing the Voice of the Customer.
In this role, you will be responsible for building relationships with site operations teams and helping them execute on a staffing plan for the highly complex teams that support 160+ services 24/7 within AWS. You will leverage your analytical mindset and workforce management experience to create actionable and data-driven action plans for local and global stakeholders to support the business. 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 Job ResponsibilitiesProvide support in creating and communicating site and profile-level short-term capacity plans to proactively manage known or projected capacity risks, working across multiple functional teams to ensure risks to SLAs are mitigated.Provide support in delivering and consistently review scheduling plans by site to enable optimal coverage for achieving SLAs within a 24/7 environment with multiple contact channels supported.Act as a link between the Capacity Planning team and the business to continually provide feedback on how to align our planning process to reality.Provide support in managing the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service level, shrinkage, utilization, etc.).Partner across functional teams (e.g. Site Ops, BI, Operational Excellence, Capacity Planning, etc.) to test and validate input assumptions used in the headcount planning process.Provide support in delivering site and profile-level holiday scheduling and shrinkage plans.Provide support in building a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provide general education regarding workforce management best practices.Minimum RequirementsBachelor's degree or equivalent.Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.).2+ Years of experience in a Real Time Analyst / Workforce Management role.Knowledge of Real Time Monitoring, Intraday reporting, schedule adherence, conformance reporting, performance analysis, Real Time staffing adjustments, incident management, RCA methodologies, escalation management, etc.Knowledge of and experience with WFM tools such as NICE, IEX, Aspect, Verint or similar systems.Experience in MS Access and SQL.Data analysis skills.Knowledge of scheduling.
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