Job Description

DESCRIPTIONAWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.
At AWS, we\'re looking to hire a Scheduler / Scheduling Analyst to be part of the AWS Premium Support Community Support Workforce Management team. The Scheduler will be responsible for end to end scheduling life cycle and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams internally.Responsibilities:\xc2\xb7 Ensure schedules are generated on a regular basis to maximize efficiency of resources
\xc2\xb7 Experience with forecasting techniques and statistical knowledge
\xc2\xb7 Work with Ops in getting timely update on work shifts
\xc2\xb7 Manage (Approve / Reject) time offs based shrink goal for each site
\xc2\xb7 Capture and update NPT (Site wide meetings, 1:1s, Meetings, Trainings) basically all non-case activities in CSSM to ensure we have visibility to future staffing\'s with shrinkage and call out gaps and risks
\xc2\xb7 Manage (Approve / Reject) Shift swap request
\xc2\xb7 Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations
\xc2\xb7 Provide and maintain Intra-day Performance and hygiene reports
\xc2\xb7 Ensure data integrity within WFM system
\xc2\xb7 Run quarterly Shift Bids and assist managers with data to volunteer engineers on preferred shifts
\xc2\xb7 Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
\xc2\xb7 Have a real time communication with the WFM team and operations when call outs or changes need to be done
\xc2\xb7 Support changes within routing profiles
\xc2\xb7 Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and KPI\'s
\xc2\xb7 Build and maintain relationships with key stakeholders from all sites to ensure shared objectives are met
\xc2\xb7 Review and process schedule changes and requests in real-time
\xc2\xb7 Provide assistance to the WFM team as neededAbout the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn\'t followed a traditional path, or includes alternative experiences, don\'t let it stop you from applying.Why AWS
Amazon Web Services (AWS) is the world\'s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that\'s why customers from the most successful startups to Global 500
companies trust our robust suite of products and services to power their businesses.Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is
why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there\'s nothing we can\'t achieve in the cloud.Inclusive Team Culture
Here at AWS, it\'s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations
on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.Mentorship and Career Growth
We\'re continuously raising our performance bar as we strive to become Earth\'s Best Employer. That\'s why you\'ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better- rounded professional.BASIC QUALIFICATIONS- 2+ years of program or project management experience
- Bachelor\'s degree or equivalentPREFERRED QUALIFICATIONS- 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

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