IT Services is looking for a Workforce Analyst who can be a part of a fast-growing capacity planning and workforce management team. The ideal candidate is a leader with demonstrated ability to implement workforce management methodologies, process mapping, optimization techniques and make data driven decisions for project deliverables. They will also possess an analytic and optimization background to enable tactical workforce planning. Cross-team collaboration and project management skills are essential. A passion for developing a standard Global WFM model is required, as is engaging your team to do the same. You will play an active part in this effort.
In this role, you will support the delivery of service levels and productivity targets for all skills/sites you support. You will understand our business drivers and levers, and will monitor and report volume actuals against forecast, to meet short-term outlook.
Responsibilities include:
- On-going generation, creation, and maintenance of accurate data/reporting
- Run “what-if” scenarios for staffing
- Analyze data to outline any reasons for under/over performance, and recommend actions to improve performance.
- Support the production, communication, & implementation of service level action plans
- Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels
- Work with operational and support teams to effectively plan non-productive time (NPT)
- Ensure accurate recording and reporting of metrics
- Develop relationships with leadership and workflow/capacity partners, to include sharing standard methodologies
- Work closely with leadership to identify “hot spots” and take appropriate actions to minimize any impacts
- Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner
- Evaluate and implement opportunities for improving workflow processes and automation of processes
- Monitor adherence to productivity and SLA
Key job responsibilities
Proactively plan staffing to support contact volume and monitoring the plan outputs in real time for adherence and accuracy of plan. Provide escalation, recovery and restore capabilities for any failure of service, notify the proper support teams and coordinate recovery as needed globally.
Lead process improvement efforts and manage the implementation of both business processes and technical solutions in line with global standards.
Support operational excellence by constantly improving workflow and operational processes.
Fully leverage existing technology, including standardization of reporting, whilst identifying opportunities for work elimination and process simplification.
A day in the life
The successful workforce analyst is prepared to support standardized tasks to coordinate the staff plan to deliver against defined metrics.
Due to the unpredictability of unplanned, external impacts to the plan each day may bring a new dynamic, requiring one to alter focus quickly to support our customer base. A combination of data entry, data analysis, and ability to influence based on the results quickly provides day to day opportunity for consistent process improvement.
BASIC QUALIFICATIONS
- 2+ years of complex Excel VBA macros writing experience
- Bachelor’s degree
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL or ETL
- 2+ years of workforce, call center experience
PREFERRED QUALIFICATIONS
- Experience working with Tableau
- Experience using very large datasets
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.
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 $107,400/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. Applicants should apply via our internal or external career site.