Amazon Vacancies Customer Service – Sr. Workforce Analyst

Job Description:

Amazon Web Services (AWS) is growing rapidly, and we are looking for a Sr Workforce Analyst to join our Trust & Safety team.

In this role, you will be responsible for building relationships with site operations teams and helping them execute on a staffing plan for the highly complex teams that provide support 24/7 within AWS. You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to local and global stakeholders to support the business. You will collaborate with internal stakeholders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.

Job Responsibilities:

• Acts 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 delivering site and profile-level holiday scheduling and shrinkage plans.
• 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 managing the analysis of daily, weekly, and monthly reporting of site performance via Key
• Performance Indicators (e.g. service level, shrinkage, utilization, etc.)
• 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.
• 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.
• 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.

Job Requirements:

• Demonstrated Excel and other MS Office programs proficiency
• Basic/Working knowledge of Six Sigma tools and Lean techniques

Qualification & Experience:

• Proven experience building and analyzing models using various statistical tools for forecasting and optimization
• High School Diploma
• Database related experience and be able to write complex SQL queries
• 3+ years’ experience in workforce management
• Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent
• Previous experience owning the scheduling of agents in a customer support environment
  Capacity Planning or forecasting experience is strongly preferred

Job Details:

Company: Amazon

Vacancy Type: Full Time

Job Location: Cape Town, Western Cape, South Africa

Application Deadline: N/A

Apply Here

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