Workforce Management Specialist
1 month ago
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 OverviewWe 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.
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.
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.
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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