Sr. Workforce Analyst, AWS Customer Service
Flores, CRI
hace 6 días

Job summary

AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2.

We help our customers understand what Cloud Computing is all about, and whether it can be useful for their needs. In addition to providing support with account and billing related inquiries, we also interface with other AWS teams representing the Voice of the Customer.

In this role, you will be responsible for building relationships with site operations teams and helping them execute on a staffing plan for the highly complex teams that provide support 24 / 7 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 job 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.
  • Provide support in delivering and consistently review scheduling plans by site to enable optimal coverage for achieving SLAs within a 24 / 7 environment with multiple contact channels supported.
  • Acts as link between the Capacity Planning team and the business to continually provide feedback on how to align our planning process to reality
  • Provide support in managing 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.
  • Provide support in delivering site and profile-level holiday scheduling and shrinkage plans.
  • Provide support in building a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding workforce management best practices.
  • About Us

    Inclusive Team Culture

    Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally.

    We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences.

    Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

    Work / Life Balance

    Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life.

    We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment.

    We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

    Mentorship & Career Growth

    Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship.

    We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

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