AWS Sales, Marketing, and Global Services (SMGS) drives revenue, adoption, and growth from small- to enterprise-level customers, including public sector. The AWS Global Support team interacts with leading companies, believing world-class support is critical to customer success. AWS Support partners with a global list of customers building mission-critical applications on top of AWS services.
Job Description
We're seeking a Sr. Workforce Scheduler to join the AWS Support Engineering Community Support Workforce Management team. The Scheduler will lead and manage end-to-end scheduling life cycle and site performance, ensuring effective management of incoming and outbound phone, chat, and email volume. This position has high visibility across operations teams internally.
Key Job Responsibilities
* Generate schedules to maximize resource efficiency regularly.
* Apply statistical knowledge and experience with forecasting techniques.
* Ensure work shifts are updated on time with Operations.
* Manage time offs based on shrink goals.
* Track and update NPTs (Site wide meetings, 1:1 meetings, trainings) for future staffing visibility and identify gaps and risks.
* Manage shift swap requests (approve/reject).
* Analyze various scheduling factors to determine optimal schedules and provide recommendations to staff.
* Maintain intra-day performance and hygiene reports.
* Maintain data integrity in WFM systems.
* Manage shift bids as needed and assist managers with data to volunteer engineers on preferred shifts.
* Inform operations and the broader WFM team of changes in incoming contact patterns.
* Manage site-wide Holidays by analyzing incoming demand and making necessary staffing adjustments.
* Communicate real-time with WFM and operations when call outs or changes are needed.
* Send reports related to the performance of each site, including shrinkage, occupancy, and key performance indicators.
* Assist key stakeholders from all sites in achieving shared objectives by building and maintaining strong relationships.
BASIC QUALIFICATIONS
* 5+ years of program or project management experience.
* 5+ years of defining and implementing process improvement initiatives using data and metrics experience.
* Advanced level knowledge of Excel (Pivot Tables, VLookUps) 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 a 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 a high degree of ability to analyze data, using the data to drive decision-making and implement effective resolution.