Workforce Analyst, 7312

3 hours ago

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

3+ years of working cross functionally with tech and non-tech teams experience
- Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- 3+ years experience in workforce management

In this role, you will be responsible for building relationships with a site’s leadership teams and helping them execute on a staffing plan for the highly complex teams that supports 160+ services 24/7 within Premium Support fields within AWS. You will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to local and global stakeholders to support the business. You will collaborate with internal stakeholders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.

**Key Responsibilities for Workforce Management Analyst**:
Delivers weekly assessment of the site performance (inputs) with call-outs on misses to drive adherence to plan
Delivers optimal schedule coverage for the and works with BI to create the needed mechanisms to report adherence
Delivers skilling plans by site that are needed to ensure service coverage
Plans and manages wide flex skilling initiatives to help fill capacity gaps and mitigate risks to global operations
Proactively monitors performance and develops the needed paths to green when operations deviates from plan, coordinates with Site Leads on appropriate correction plans, and tracks adherence to plan
Consults with Service Support Owners and Ops Managers on testing and validation of Capacity Planning input assumptions
Provides best practices and necessary guidance on scheduling non-casework time for engineers in order to maintain appropriate levels of service coverage
Delivers site and profile level holiday scheduling plans
Acts as link between Global Biz Ops and the business to continually provide feedback on how to align our planning process to reality

Cape Town, ZAF
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

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