Workforce Analyst

16 hours ago

Cape Town, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time

2+ years of previous experience in a workforce management role, such as a real time analyst or workforce analyst
- 3+ years of previous experience in a contact center environment using contact center technologies, such as IEX & Nice or similar
- Bachelor's degree in an analytical or business field, or comparable business experience with some technical background

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.

Mission - To eliminate abuse originating from AWS services while upholding customer and societal trust.

Vision - To establish Trust & Safety as a team of highly-skilled safety experts who steer the development of policy and technology solutions that are principled, socially responsible, and effective in minimizing abuse on AWS services.

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.
- Act 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.

A day in the life
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

About the team

Diverse Experiences

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 (gender diversity) 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.

Cape Town, ZAF
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

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