Workforce Analyst

5 days ago


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

We are seeking a highly skilled Workforce Analyst to join our AWS Trust & Safety team in Cape Town, South Africa. As a Workforce Analyst, you will play a critical role in supporting the creation and communication of site and profile-level short-term capacity plans to proactively manage known or projected capacity risks.

Key Responsibilities
  • 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.
  • Deliver 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 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, (e.g. Site Ops, BI, Operational Excellence, Capacity Planning, etc.) to test and validate input assumptions used in the headcount planning process.
  • Deliver site and profile-level holiday scheduling and shrinkage plans.
  • Build a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provide general education regarding workforce management best practices.
About the Team

The AWS Trust & Safety team ingests, categorizes, investigates, and mitigates reports of abuse originating from the AWS IP space. We work closely with AWS service teams to determine appropriate mitigative actions and act as the customer-facing outreach team on their behalf.

What We Offer

We offer a dynamic and inclusive work environment that values diversity and promotes work-life balance. As a Workforce Analyst, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional results. We also offer a range of benefits, including flexible working hours, career development opportunities, and a comprehensive compensation package.

Requirements
  • 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.
Preferred Qualifications
  • Experience in requirement gathering and ability to write clear and detailed requirement documents.
  • 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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