Sr. Workforce Scheduler

3 weeks ago

Mumbai, India AWS India - Maharashtra - D03 Full time
At AWS India, we’re looking to hire a Sr. Workforce Scheduler to be part of the AWS Support Workforce Management team in Amazon Web Services India Private Limited(AWS India). The Scheduler will lead and manage end to end scheduling life cycle and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams internally.

Key job responsibilities
Regularly generate schedules to maximize resource efficiency
Statistical knowledge and experience with forecasting techniques
Ensure that work shifts are updated on a timely basis with Operations
Manage (approve/reject) time offs based on shrink goals
Track and update NPTs (Site wide meetings, 1:1 meetings, trainings) so we have visibility into future staffing and can identify gaps and risks.
Manage shift swap requests (approve / reject)
Analyze various scheduling factors to determine optimal schedules and provide recommendations to staff
Maintain intra-day performance and hygiene reports
Maintain data integrity in WFM systems
Manage shift bids as needed and assist managers with data to volunteer engineers on preferred shifts
Inform operations and the broader WFM team of changes in incoming contact patterns
Manage site-wide Holidays by analyzing incoming demand and making necessary staffing adjustments
Real-time communication with WFM and operations when call outs or changes are needed
Send reports related to the performance of each site, including shrinkage, occupancy, and key performance indicators
Assist key stakeholders from all sites in achieving shared objectives by building and maintaining strong relationships

A day in the life
We support Operations team to strategically allocate people and resources, track attendance and comply with constantly changing workplace laws and regulations.

About the team
We are team of workforce schedulers and part of wider Workforce management (WFM) function. We support Operations team to strategically allocate people and resources, track attendance and comply with constantly changing workplace laws and regulations. Our primary objective is to understand business rhythm using historical data and trends to predict future staffing needs and then create schedules that best fit the forecasted model and automatically tracks employee time and attendance.

We are open to hiring candidates to work out of one of the following locations:

Mumbai, MH, IND

BASIC QUALIFICATIONS

- 12+ years of experience in a contact center environment
- 8+ years previous experience in a Workforce Management role as a Scheduler/scheduling analyst.
- 5+ Years of experience managing Alvaria (formerly known as Aspect) WFM tool.

PREFERRED QUALIFICATIONS

- Demonstrates Decision Making/ Complex Problem Solving
- Proactively gather the right data from appropriate sources, probe/consider all of the facts
- Considers other perspectives
- Conduct root cause analysis
- Refer to long term plans and goals
- Prioritize key factors; act decisively, promptly and confidently ·
- Advanced skills using Microsoft Excel in a business environment
- Ability to prioritize and meet tight deadlines
- Analytical with attention to detail ·
- Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolution
- 5+ Years of hands on experience on Aspect tool.

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