Workforce Solutions Specialist: Optimizing Candidate Experience
4 days ago
About the Role
This role is part of Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. In this position, you will be working in an entrepreneurial, fast-paced environment solving complex problems and delivering innovative solutions.
The WS CS Planning organization owns the end-to-end workforce planning and execution of Amazon's candidate service network. Our forecasting, headcount planning, scheduling, and real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon.
We are looking for individuals with a passion for customers, exceptional communication skills, and a logical mindset with supreme attention to detail. The successful candidate will have experience in Workforce Management (WFM) and will be able to influence at Amazon.
Key Responsibilities
- Real-time monitoring of all network skills: SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time.
- Emergency message posting.
- Priority queue (PQ) / Visibility Threshold (VT) / Preserve Avail (PA) setup based on SL and occupancy performance.
- NPT cancellations if required, drive OT requests.
- Occupancy Management (including VTO decisions, NPT approvals).
- Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams.
- Intraday Reporting (including callouts).
- Write root case analysis (RCA) of any service failure.
- Maintain constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.
- Identify irregularities that affect SL and candidate experience, notify the stakeholders and advise them on the required mitigation actions, such as moving flex capacity or minimizing agent non-productive time.
- Thorough understanding of queues / routing profile and perform skill blending and profile modification whenever required.
- Review existing SOPs and preparing new SOPs to document the learnings from each incident and daily event.
- Effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.
BASIC QUALIFICATIONS:
- 6+ months of human resources experience
- 6+ months of customer service experience
- 6+ months of Microsoft Office products and applications experience
- High school or equivalent
- Experience in confidential environments
ESTIMATED SALARY: $85,000 - $110,000 per year
About myGwork
myGwork is the largest global platform for the LGBTQ+ business community. As a company, we strive to create an inclusive culture that empowers our employees to deliver the best results for our customers.
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