Senior Workforce Management Specialist

hace 6 días


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

Job Description

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Ambitious professionals are sought after by Amazon Web Services Costa Rica Sociedad de Responsabilidad Limitada - K56 to fill the role of Senior Workforce Management Specialist. In this dynamic position, you will have the opportunity to utilize your analytical skills and workforce management expertise to create actionable plans that drive business success.

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About Us

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Amazon Web Services (AWS) has been a leader in cloud computing for over 14 years, providing a comprehensive platform with over 160 services to millions of active customers worldwide. Our Customer Service team offers global support to clients as they build mission-critical applications using AWS services such as Amazon S3 and Amazon EC2.

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Key Responsibilities

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  • Collaborate with site operations teams to execute on staffing plans for complex teams supporting 160+ services 24/7 within AWS.">
  • Leverage your analytical mindset and workforce management experience to create data-driven action plans for local and global stakeholders.">
  • Work across multiple functional teams to mitigate risks to SLAs and ensure optimal coverage for achieving targets within a 24/7 environment.">
  • Manage daily, weekly, and monthly reporting of site performance via Key Performance Indicators (KPIs).">
  • Partner with functional teams to test and validate input assumptions used in headcount planning processes.">
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Required Qualifications

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  • Bachelor's degree or equivalent.">
  • Intermediate level Excel skills, including pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.">
  • At least 2 years of experience in a Real Time Analyst / Workforce Management role.">
  • Familiarity with WFM tools such as NICE, IEX, Aspect, Verint, or similar systems.">
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Estimated Salary Range

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$80,000 - $110,000 per annum, depending on qualifications and experience.

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About Amazon Web Services Costa Rica Sociedad de Responsabilidad Limitada - K56

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We are an equal opportunities employer committed to creating a diverse and inclusive workplace.



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