Sr. Workforce Scheduler, AWS Support Engineering
4 hours ago
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 responsibilities
1. Regularly generate schedules to maximize resource efficiency
2. Statistical knowledge and experience with forecasting techniques
3. Ensure that work shifts are updated on a timely basis with Operations
4. Manage (approve/reject) time offs based on shrink goals
5. Track and update NPTs (Site wide meetings, 1:1 meetings, trainings) so we have visibility into future staffing and can identify gaps and risks.
6. Manage shift swap requests (approve/reject)
7. Analyze various scheduling factors to determine optimal schedules and provide recommendations to staff
8. Maintain intra-day performance and hygiene reports
9. Maintain data integrity in WFM systems
10. Manage shift bids as needed and assist managers with data to volunteer engineers on preferred shifts
11. Inform operations and the broader WFM team of changes in incoming contact patterns
12. Manage site-wide Holidays by analyzing incoming demand and making necessary staffing adjustments
13. Real-time communication with WFM and operations when call outs or changes are needed
14. Send reports related to the performance of each site, including shrinkage, occupancy, and key performance indicators
15. Assist key stakeholders from all sites in achieving shared objectives by building and maintaining strong relationships
About the team
We 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 QUALIFICATIONS
- 5+ years of program or project management experience
- 5+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience working cross functionally with tech and non-tech teams
- 3+ 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 QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ 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
Amazon 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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