Workforce Analyst (WFM) , AWS Trust and Safety at Amazon Web Services

Key job responsibilities
Key Expectations of the Workforce Analyst include:

• 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.

BASIC QUALIFICATIONS

• 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

PREFERRED QUALIFICATIONS

• Experience in requirement gathering and ability to write clear and detailed requirement document
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)