Real Time Operations Analyst
hace 3 semanas
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
- 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.
- 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.
- 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.
- 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.).
- 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.
- Provide support in delivering site and profile-level holiday scheduling and shrinkage plans.
- 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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