Workforce Management Specialist

1 month ago


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

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.

Job Overview

We are seeking a highly skilled Workforce Management Specialist to join our team at Amazon Development Centre (South Africa) (Proprietary) Limited. As a key member of our workforce management team, you will be responsible for providing support in creating and communicating site and profile-level short-term capacity plans to proactively manage known or projected capacity risks.

Key Responsibilities:
  • Provide support in delivering and consistently reviewing scheduling plans by site to enable optimal coverage for achieving SLAs within a 24/7 environment with multiple contact channels supported.
  • Act as a link between the Capacity Planning team and the business to continually provide feedback on how to align our planning process to reality.
  • Manage 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 to test and validate input assumptions used in the headcount planning process.
Requirements:

To succeed in this role, you will need:

  • At least 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.
Benefits:

We offer a competitive salary range of R650,000 - R850,000 per annum, based on your location and experience. In addition, you will receive a range of benefits, including:

  • A comprehensive health insurance plan.
  • A retirement savings plan.
  • Generous paid time off.
About the Team:

You will be part of a dynamic team that values diversity and inclusion. We strive to create a workplace where everyone feels welcome and valued. If you are passionate about workforce management and want to join a team that is dedicated to delivering exceptional results, we encourage you to apply.



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