Sr. Workforce Scheduler, AWS Support Engineering
Description For Sr. Workforce Scheduler, AWS Support Engineering
AWS is seeking a Senior Workforce Scheduler to join their Support Engineering Community Support Workforce Management team. This role is crucial in managing end-to-end scheduling operations and site performance for AWS Support Engineering. The position involves sophisticated workforce planning, data analysis, and strategic resource allocation to ensure optimal staffing levels for phone, chat, and email support channels.
The role combines technical expertise with operational management, requiring strong analytical skills and deep experience in workforce management systems. You'll be working with the NICE IEX WFM tool and advanced Excel functions to optimize scheduling efficiency and maintain performance metrics.
As part of AWS's Sales, Marketing, and Global Services (SMGS) organization, you'll contribute to supporting the largest enterprise customers and fastest-growing accounts. The position offers high visibility across operations teams and requires strong stakeholder management skills.
AWS values diverse experiences and fosters an inclusive culture through employee-led affinity groups and ongoing learning opportunities. The company emphasizes work-life harmony and provides extensive career development resources and mentorship opportunities.
The ideal candidate will bring a mix of technical proficiency, operational experience, and leadership skills to drive scheduling optimization and team performance. This role offers the opportunity to impact AWS's support operations significantly while working with cutting-edge workforce management tools and methodologies.
Responsibilities For Sr. Workforce Scheduler, AWS Support Engineering
- Generate schedules to maximize resource efficiency
- Manage and update work shifts with Operations
- Manage time offs based on shrink goals
- Track and update NPTs (Site wide meetings, 1:1 meetings, trainings)
- Manage shift swap requests
- Analyze scheduling factors to determine optimal schedules
- Maintain intra-day performance and hygiene reports
- Maintain data integrity in WFM systems
- Manage shift bids and assist managers with data
- Manage site-wide Holidays staffing
- Real-time communication with WFM and operations
- Send performance reports for each site
Requirements For Sr. Workforce Scheduler, AWS Support Engineering
- Bachelor's degree or equivalent
- 5+ years of program or project management experience
- 5+ years of defining and implementing process improvement initiatives
- Advanced knowledge of Excel (Pivot Tables, VLookUps) and SQL
- 12+ years of experience in a contact centre environment
- 8+ years previous experience in a Workforce Management role
- 5+ Years of experience managing NICE IEX WFM tool
Benefits For Sr. Workforce Scheduler, AWS Support Engineering
- Work-life harmony
- Mentorship opportunities
- Career development resources
- Employee-led affinity groups
- Inclusive work culture
- Ongoing learning experiences
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