Workforce Analyst (WFM)

AWS 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. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services
For more than 14 years, Amazon Web Services ( AWS ) has been the world s most comprehensive and broadly adopted platform, offering over 160 services to millions of active customers around the world, including the fastest-growing startups, largest enterprises, and leading government agencies, to power their infrastructure.
AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their needs. In addition to providing support with account and billing related inquiries, we also interface with other AWS teams representing the Voice of the Customer.

In this role, 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. You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to local and global stakeholders to support the business. You will collaborate with internal stakeholders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.

Key job responsibilities
Key Expectations of the Workforce Analyst include:

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 review scheduling plans by site to enable optimal coverage for achieving SLAs within a 24/7 environment with multiple contact channels supported.
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 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.

About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the 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.

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 conferences, inspire us to never stop embracing our uniqueness.

Mentorship & 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.

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. - 3+ years of experience in customer support operations
- 3+ years experience in analysis or workforce management
- Previous experience owning the scheduling of agents in a customer support environment; Demonstrated Excel and other MS Office programs proficiency