Job Description
- Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments.
- Manages non-productive time request process, ensuring activities are planned without impacting SLAs.
- Responsible for the onboarding of new hires into scheduling system.
- Reviews and processes schedule change requests.
- Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7.
- Leads weekly staffing review meetings detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks.
- Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other off phone activities.
Key job responsibilities
Managing WFM Scheduling BAU tasks and projects.
A day in the life
The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning (1-16 weeks in advance).
About the team
We are looking for an exceptional Workforce Management (WFM) Scheduling (RTA) Analyst, who is passionate about their work, understands how to manage calls across a network of contact centers, and who has the ability to contribute new innovations to the within the Amazon Seller Support Workforce Management Team.
- 2+ years of program or project management experience
- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
Job Details
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Job Location
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Bengaluru India
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Company Industry
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Other Business Support Services
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Company Type
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Unspecified
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Employment Type
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Unspecified
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Monthly Salary Range
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Unspecified
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Number of Vacancies
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Unspecified
