Sr. Workforce Scheduler - AWS Central Support Teams

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the
largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The
AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer
success. AWS Support also partners with a global list of customers that are building mission-critical applications on top
of AWS services.
At AWS, we’re looking to hire a Sr. Workforce Scheduler to be part of the AWS Customer services Community Support Workforce Management team. The Scheduler will lead and manage end to end scheduling life cycle and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams internally.
Key job responsibilities
* Regularly generate schedules to maximize resource efficiency
* Statistical knowledge and experience with forecasting techniques
* Ensure that work shifts are updated on a timely basis with Operations
* Manage (approve/reject) time offs based on shrink goals
* Track and update NPTs (Site wide meetings, 1:1 meetings, trainings) so we have visibility into future staffing and can 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
* Real-time communication 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
A day in the life
The Sr.Scheduler is the primary point of contact on WFM scheduling processes, policies and processes for CS profiles and Sites. Schedulers are also responsible for establishing, driving end to end scheduling related delivery, and communicating results to senior leadership experience & driving process improvements experience with other areas that impact our ability to service AWS customers.
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
- 5+ years of program or project management experience
- 5+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience working cross functionally with tech and non-tech teams
- 12+ years of experience in a contact centre environment, 8+ years previous experience in a Workforce Management role as a Scheduler/Scheduling Lead/Scheduling analyst
- 5+ Years of experience managing NICE IEX WFM tool
- 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
- Conduct root cause analysis, refer to long term plans and goals
- Advanced skills using Microsoft Excel in a business environment
- Analytical with attention to detail
- Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolution