Real Time Operations Analyst

hace 3 semanas


San Francisquito, Panamá, Costa Rica Amazon Web Services Costa Rica Sociedad de Responsabilidad Limitada - K56 A tiempo completo

About the Role

We are seeking a skilled Workforce Management Specialist to join our team at Amazon Web Services Costa Rica Sociedad de Responsabilidad Limitada - K56. As a Workforce Management Specialist, you will be responsible for building relationships with site operations teams and helping them execute on a staffing plan for the highly complex teams that supports 160+ services 24/7 within AWS.

Key Responsibilities

  1. Provide support in creating and communicating site and profile-level short-term capacity plans to proactively manage known or projected capacity risks, working across multiple functional teams to ensure risks to SLAs are mitigated.
  2. Provide support in delivering and consistently reviewing scheduling plans by site to enable optimal coverage for achieving SLAs within a 24/7 environment with multiple contact channels supported.
  3. Act as a link between the Capacity Planning team and the business to continually provide feedback on how to align our planning process to reality.
  4. Provide support in managing the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service level, shrinkage, utilization, etc.).
  5. Partner across functional teams (e.g. Site Ops, BI, Operational Excellence, Capacity Planning, etc.) to test and validate input assumptions used in the headcount planning process.
  6. Provide support in delivering site and profile-level holiday scheduling and shrinkage plans.
  7. Provide support in building a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding workforce management best practices.

Qualifications

  • Bachelor's degree or equivalent
  • Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
  • 2+ Years of experience in a Real Time Analyst / Workforce Management role
  • Knowledge of Real Time Monitoring, Intraday reporting, schedule adherence, conformance reporting, performance analysis, Real Time staffing adjustments, incident management, RCA methodologies, escalation management, etc.
  • Knowledge of and experience with WFM tools such as NICE, IEX, Aspect, Verint or similar systems

Preferred Qualifications

  • Experience in MS Access and SQL
  • Data analysis skills


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