Job Title: Sr. Workforce Scheduler
The AWS Support Engineering Community Support Workforce Management team is seeking a highly skilled Sr. Workforce Scheduler to lead and manage the end-to-end scheduling lifecycle and site performance.
Key Responsibilities:
* Generate schedules to maximize resource efficiency
* Apply statistical knowledge and forecasting techniques
* Update work shifts in a timely manner with Operations
* Manage time-offs based on shrink goals
* Track and update NPTs for future staffing and identify gaps and risks
* Manage shift swap requests
* Analyze scheduling factors to determine optimal schedules
* Maintain intra-day performance and hygiene reports
* Maintain data integrity in WFM systems
* Manage shift bids and assist managers with data
* Inform operations of changes in incoming contact patterns
* Manage site-wide Holidays by analyzing demand and making staffing adjustments
* Communicate with WFM and operations in real-time
* Send performance reports for each site
* BUILD STRONG RELATIONSHIPS WITH KEY STAKEHOLDERS
About the Team:
We are a team of workforce schedulers supporting Operations to allocate people and resources, track attendance, and comply with changing workplace laws and regulations.
Mission Statement: