Amazon AHS Workforce Scheduler (Level 4)


Summary of the position: Job id: 2221947

TEAM INFORMATION: 

  • Selling Partner Support (SPS) is in charge of empowering, offering top-notch support, and fostering loyalty with Amazon's millions of selling partners in order to create a trustworthy shopping experience across all Amazon stores worldwide. 
  • This is done by protecting customers, brands, selling partners, and Amazon from fraud, abuse, and counterfeit goods. We support individual expression, accept differing viewpoints, and collaborate to build a culture where everyone may fully participate. 
  • Our diverse experiences and viewpoints help us better fulfil Amazon's goal of becoming the most customer-focused organization on Earth.
  • Building and sustaining selling partner trust, avoiding various types of sellers and vendor abuse, and boosting consumer trust in our shop are the key goals of the Selling Partner Trust, Abuse, Risk and Reviews (STAR) programmer. 
  • STAR covers the following three aspects of selling partner account risk: Assuring a flawless order experience, including preventing the sale of fake, out-of-date, or used goods sold as new, and promptly making things right for customers if they don't receive an authentic product in the condition they expect, involves 
  • (A) preventing bad actors from setting up or compromising Selling Partner accounts,
  •  (B) preventing poor listings, reviews, and other community content, and 
  • (C) preventing bad listings, reviews, and other community content. 
  • Whether they are working alone or in concert with other teams, the STAR team upholds Amazon's selling and listing regulations.

  • The team also develops a reliable selling experience to guarantee that Selling Partners view Amazon as the most reliable and efficient shop through which to sell their goods globally. Finally, to audit and guarantee the correctness of our enforcement activities, STAR collaborates with all SPS teams.

WHAT THE ROLE IS

  • The Amazon Account Health Support Workforce Management Team is in need of a top-notch Workforce Management (WFM) Scheduling Analyst that is passionate about their job, is knowledgeable in managing contacts throughout a network of contact centers and has the capacity to bring fresh ideas to the team.
  • The ideal applicant will have knowledge of the standard workforce management disciplines, including scheduling, RTA, intermediate level reporting abilities, and expertise with manpower optimization in contact center settings.
  •  Additionally, the ideal candidate would support and own tactical workforce management solutions that were proactive in nature to cope with service level issues.
  •  You will encounter a variety of problem-solving circumstances in this profession that call for prompt real-time involvement as well as short-term scheduling management and planning (1-16 weeks in advance). 
  • The ideal applicant will have knowledge of the standard workforce management disciplines, including scheduling, RTA, intermediate level reporting abilities, and expertise with manpower optimization in contact center settings.

Responsibilities: 

    Creates schedules that efficiently supply personnel levels that reliably meet service level agreements across all sites, languages, and markets.
      oversees the scheduling of non-productive time requests to make sure that SLAs are not impacted.
        accountable for new recruit onboarding into the scheduling system.
          Requests for scheduling changes are examined and handled.



          to ensure enough staffing in all skills 24 hours a day, 7 days a week, performs continuing review of existing staffing and efficiencies and compares them to current staffing requirements.

          oversees weekly personnel review meetings, presenting performance information for the previous and current week as well as performance projections for the duration of the current week and the next week.

          scheduling, rescheduling, schedule rollovers, and optimization of team meetings, one-on-one conversations, training sessions, and several other off-phone activities.

          Break optimizations in accordance with the laws applicable to each site.

          Work with CASA (the aspect team) and Workforce PM to build up Account Health Support.
          After launch, participating in frequent meetings with the Aspect admin team to discuss implementations, callouts, and learnings.

            BASIC REQUIREMENTS

            expertise in financial/business analysis of at least one year

            Experience with SQL or ETL

            knowledge of formulating needs and obtaining business insights from data and metrics

            Bachelor's degree or similar professional experience that has been acknowledged

            Workforce Management & Scheduling experience in a contact center of four years or more is essential.

            Successful track record in WFM or operations-focused programmer in contact centers.

            Proven track record of managing standard scheduling and RTA tasks in multi-channel global contact center settings, including phone and email.

            It takes strong analytical and communication abilities to succeed in this position.

            Expertise in utilizing Microsoft Excel in a professional setting.

            Communication, listening, and writing abilities; focus on details; proactive self-starter


            FAVORABLE QUALIFICATIONS

            Scheduling of colleagues based on Aspect's interval-wise volume delivery pattern. 

            Highly desirable: Hands-on experience managing Aspect dividing volume into interval level volume distribution by following historical pattern for monthly, weekly, and daily volume Schedule personnel in accordance with the DOW distribution and interval-wise volume requirements. 

            Interval level volume and AHT forecasting based on previous trend Updating the joiners and leavers database to maintain the headcount database Conducting a shift bid procedure to assist agents with shift rollover by paying attention to staffing over under/gap, you may make the most of breaks, meetings, and other idle periods. 

            adjusting for the DST change (day light saving)

            Wish you good luck!