Job Description
* 2+ years of program or project management experience
* Bachelor's degree or equivalent
* 2+ years of program or Workforce Management, with Telephony (ACD) Tools & Scheduling (Alvaria/NICE) Tools
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
We are looking for an exceptional Workforce Management (WFM) Scheduling Analyst, who is passionate about their work, understands how to manage calls across a network of contact centers, and who has the ability to contribute new innovations to the within the Amazon Seller Support Workforce Management Team.
The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning (1-16 weeks in advance).
Positions may be located in any of the following locations: Virtual Location - USA
Responsibilities:
* Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments.
* Manages non-productive time request process, ensuring activities are planned without impacting SLAs.
* Responsible for the onboarding of new hires into scheduling system.
* Reviews and processes schedule change requests.
* Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7.
* Leads weekly staffing review meetings detailing previous and current week’s performance and forecast performance of remainder of current week and next week, while also identifying risks.
* Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other off phone activities.
Key job responsibilities
Managing WFM Scheduling BAU tasks and projects.
A day in the life
The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning (1-16 weeks in advance).
About the team
We are looking for an exceptional Workforce Management (WFM) Scheduler, who is passionate about their work, understands how to manage staffing across a network of contact centers, and who has the ability to contribute new innovations to the within the Amazon Seller Support Workforce Management Team.
We are open to hiring candidates to work out of one of the following locations:
Virtual Location - USA
* Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
* Experience in requirement gathering and ability to write clear and detailed requirement document
* Experience making business recommendations and influencing stakeholders
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $47,500/year in our lowest geographic market up to $107,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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