Workforce Solutions Specialist: Optimizing Candidate Experience

4 days ago


Hyderabad, Telangana, India myGwork Full time

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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