Job Description: Amazon Web Services (AWS) is growing rapidly, and we are looking for a Sr Workforce Analyst to join our Trust & Safety team. Job Responsibilities: 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. Provide support in managing the analysis 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 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. Acts as 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 delivering and consistently review scheduling plans by site to enable optimal coverage for achieving SLAs within a 24/7 environment with multiple contact channels supported. Qualification & Experience: High School Diploma Basic/Working knowledge of Six Sigma tools and Lean techniques Proven experience building and analyzing models using various statistical tools for forecasting and optimization 3+ years’ experience in workforce management Previous experience owning the scheduling of agents in a customer support environment Capacity Planning or forecasting experience is strongly preferred Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent Demonstrated Excel and other MS Office programs proficiency Database related experience and be able to write complex SQL queries Job Details: Company: Amazon Vacancy Type: Full Time Job Location: Cape Town, Western Cape, SA Application Deadline: N/A Apply Here getyourvacancy.com
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