Sr. Workforce Scheduler
We are seeking a highly skilled Sr. Workforce Scheduler to join our AWS Support Engineering Community Support Workforce Management team.
About the Role
The successful candidate will be responsible for leading and managing end-to-end scheduling lifecycle, ensuring effective management of incoming and outbound phone, chat, and email volume. This position will have high visibility to all operations teams internally.
Key Responsibilities
* Generate schedules to maximize resource efficiency
* Apply statistical knowledge and experience with forecasting techniques
* Ensure timely updates of work shifts with Operations
* Manage time offs based on shrink goals
* Track and update NPTs (Site wide meetings, 1:1 meetings, trainings)
* Manage shift swap requests
* Analyze various scheduling factors to determine optimal schedules
* Maintain intra-day performance and hygiene reports
* Maintain data integrity in WFM systems
* Manage shift bids as needed
* Inform operations and WFM team of changes in incoming contact patterns
* Manage site-wide Holidays by analyzing incoming demand
* Real-time communication with WFM and operations
* Send reports related to site performance
* Build strong relationships with key stakeholders
About the Team
We are a team of workforce schedulers, part of the wider Workforce Management function. Our primary objective is to understand business rhythm using historical data and trends to predict future staffing needs.
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 Excel skills (Pivot Tables, VLookUps) and SQL experience
* Cross-functional experience with tech and non-tech teams
* 3+ years of experience in a Workforce Management role in a call center environment
PREFERRED QUALIFICATIONS
* 3+ years of driving end-to-end delivery and communicating results to senior leadership
* Experience in stakeholder management and building processes
* Decision making and complex problem-solving skills
* Advanced Microsoft Excel skills in a business environment
* Able to prioritize and meet tight deadlines
* Analytical with attention to detail
Salary Range
$90,000 - $110,000 per year
{company} 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.