WFM Scheduling Analyst, ROC, Workforce Management

Job Description

Job summaryAt Amazon, delivering great experiences for our customers is top priority. Amazon Transportation Services (ATS) is seeking for a passionate, analytical and technical person who will support the labor planning function for ROC. This person will work with stakeholders and data sources to recommend on-going weekly, hourly staffing plans and shift structures to meet SLAs. The Scheduling Analyst will be responsible for ensuring ROC sites meet service levels by ensuring the appropriate staffing levels are available to serve the ROC network work demands. The successful candidate will be responsible for supporting and enhancing the performance of site/sites within his/her portfolio with respect to hourly, daily, weekly optimal staffing. Specifically, key focus will be on providing labor support and building labor plans for our ROC teams. Key job responsibilitiesThe Scheduling Analyst will be responsible for providing and completing regular scheduling responsibilities and provide schedule analysis and staff recommendations to meet service center goals. This position requires detailed, accurate, and timely completion of scheduling reports. 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. Overtime, Holiday and other special 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.A day in the lifeThe ideal candidate will possess experience in typical workforce management disciplines: scheduling, 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 teamROC Scheduling Team is designed to align capacity with the forecast for all programs and sites. Team will provide accurate scheduling solutions for RCO vertical, by leveraging our domain expertise and advanced analysis capability. The team is responsible for planning 24X7 coverage and creates schedules based on multiple factors such as Intra-day volume patterns, forecast, SLA coverage by work-type and capacity to build associates schedules. End goal is to have right amount of investigators with right skillset placed at the right interval to meet our incoming/forecasting demands for all programs in ROC vertical., 8+ years experience in Scheduling/ WFM4+ years of hands on experience on Aspect Ewfm. Loop competencies--Basic qualificationsBackground in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources.
• Exceptional written and verbal communication skills with the ability to create compelling positioning / messaging strategy and present complex information clearly and concisely
• High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision.
• Strong analytical, mediation and problem resolution skills.
• Has managed critical operational processes, with end to end business responsibility.
• Demonstrated leadership with a bias towards action, supporting a culture of ownership and learning.
• Skilled in collaborative environment, succeeding through regular meetings and clear formal and informal communication with members of the remote and local management teams.
Hands on experience in managing Scheduling/ tool is highly desirable

Keyskills :
unixschedulingservice levelservice levelscontact centersql