Minimum Requirements:
2+ years of previous experience in a workforce management role, such as a real time analyst or workforce analyst.
3+ years of previous experience in a contact center environment using contact center technologies, such as IEX & Nice or similar.
Bachelor's degree in an analytical or business field, or comparable business experience with some technical background.
Key job responsibilities:
Provide 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 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 provides general education regarding workforce management best practices.
About the team:
AWS Trust & Safety team ingests, categorizes, investigates, and mitigates reports of abuse originating from the AWS IP space. T&S Abuse is the primary entity responsible for taking mitigative actions against customer resources that violate the AWS AUP or otherwise threaten other AWS customers, services, and AWS IP Integrity.
A day in the life:
Our team puts a high value on work-life balance. It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Why AWS?
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief.
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