More than 3 months ago
Job Description
The My HR Live Support (MHLS) is currently recruiting for a Senior Workforce Analyst.
MHLS is an employee facing group that provides customer service to Amazon employees primarily via phone. The team uses employee feedback, employee activity data, and metrics to identify current problems with the intent of eliminating them. Workforce Analysts support the MHLS team by providing a workforce management system needed to maintain a productive and effective workforce.
We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks and acts globally, and who has the ability to contribute major new innovations to join us as a Senior Workforce Analyst.
The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. The Senior Workforce Analyst will experience a wide range of problem solving situations, long term to real-time, requiring extensive data collection and analysis while partnering closely with Operational leaders.
Position Responsibilities :
• To ensure capacity alignment is based on expected volume, identify and take necessary actions for short and long term deficits to meet service standards
• To ensure volume variations are being analyzed and called out, and partner with demand forecasting team to bridge the gaps for future occurrences
• To provide real-time support and make appropriate decisions to maximize resource efficiency and utilization
• To analyze global site performances and determine optimal production and off production activities, shrinkage and occupancy targets
• To lead, develop and maintain reporting initiatives across supported regions for continuous delivery improvements
• To partner closely with leadership and support teams to discuss and drive planned strategies for controlled execution
• To provide program health insights to senior leaderships at weekly and monthly level
• To engage in projects and initiatives impacting headcount and cost variables
• To lead by example and provide necessary support to scale up fellow team members across geographies
• To mentor and support Workforce Analysts and Real Time Analysts
Basic qualifications
• 5 years of WFM/Business Intelligence experience or equivalent
• Experience in developing reports and dashboards using OBIEE, SQL, QuickSight or other reporting platforms
• Bachelor's degree or significant college course work, or preferably in Engineering, Business Administration, Mathematics, Science or related field
• Excellent communication and interpersonal skills, with the ability to be personable yet maintain backbone
• Advocate for automation and use of data to solve business problems
• Experience in managing end to end projects or programs
• Knowledge of workforce management programs
• Expert knowledge of MS Excel and other MS Office software
Preferred qualifications
• Knowledge of Six Sigma/Lean Processes
• Working knowledge of statistical modeling tools used in forecasting
• Capacity planning experience
• Experience extracting and transforming complex data sets (ETL administration)
Preferred qualifications
• 5+ years of Human Resources experience
BASIC QUALIFICATIONS
- Knowledge of Microsoft Office products and applications
- 5+ years of Workforce management experience (for internal candidates) resources experience
- 5+ years of Workforce management experience (for external candidates) resources experience
- Experience in contact center operations
- Bachelor's degree
- Solid proven experience in a live queue contacts environment
- Solid proven experience using contact center technology
- High proficiency in Microsoft Excel
- Experience in Contact Center Operations
- Exceptional analytical skills
PREFERRED QUALIFICATIONS
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
- Bachelor's degree
- Knowledge of Six Sigma/Lean Processes
- Working knowledge of statistical modeling tools used in forecasting
- Capacity planning experience
- Experience extracting and transforming complex data sets (ETL administration)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
MHLS is an employee facing group that provides customer service to Amazon employees primarily via phone. The team uses employee feedback, employee activity data, and metrics to identify current problems with the intent of eliminating them. Workforce Analysts support the MHLS team by providing a workforce management system needed to maintain a productive and effective workforce.
We are looking for an exceptional analyst who is passionate about the Customer Experience, who thinks and acts globally, and who has the ability to contribute major new innovations to join us as a Senior Workforce Analyst.
The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. The Senior Workforce Analyst will experience a wide range of problem solving situations, long term to real-time, requiring extensive data collection and analysis while partnering closely with Operational leaders.
Position Responsibilities :
• To ensure capacity alignment is based on expected volume, identify and take necessary actions for short and long term deficits to meet service standards
• To ensure volume variations are being analyzed and called out, and partner with demand forecasting team to bridge the gaps for future occurrences
• To provide real-time support and make appropriate decisions to maximize resource efficiency and utilization
• To analyze global site performances and determine optimal production and off production activities, shrinkage and occupancy targets
• To lead, develop and maintain reporting initiatives across supported regions for continuous delivery improvements
• To partner closely with leadership and support teams to discuss and drive planned strategies for controlled execution
• To provide program health insights to senior leaderships at weekly and monthly level
• To engage in projects and initiatives impacting headcount and cost variables
• To lead by example and provide necessary support to scale up fellow team members across geographies
• To mentor and support Workforce Analysts and Real Time Analysts
Basic qualifications
• 5 years of WFM/Business Intelligence experience or equivalent
• Experience in developing reports and dashboards using OBIEE, SQL, QuickSight or other reporting platforms
• Bachelor's degree or significant college course work, or preferably in Engineering, Business Administration, Mathematics, Science or related field
• Excellent communication and interpersonal skills, with the ability to be personable yet maintain backbone
• Advocate for automation and use of data to solve business problems
• Experience in managing end to end projects or programs
• Knowledge of workforce management programs
• Expert knowledge of MS Excel and other MS Office software
Preferred qualifications
• Knowledge of Six Sigma/Lean Processes
• Working knowledge of statistical modeling tools used in forecasting
• Capacity planning experience
• Experience extracting and transforming complex data sets (ETL administration)
Preferred qualifications
• 5+ years of Human Resources experience
BASIC QUALIFICATIONS
- Knowledge of Microsoft Office products and applications
- 5+ years of Workforce management experience (for internal candidates) resources experience
- 5+ years of Workforce management experience (for external candidates) resources experience
- Experience in contact center operations
- Bachelor's degree
- Solid proven experience in a live queue contacts environment
- Solid proven experience using contact center technology
- High proficiency in Microsoft Excel
- Experience in Contact Center Operations
- Exceptional analytical skills
PREFERRED QUALIFICATIONS
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
- Bachelor's degree
- Knowledge of Six Sigma/Lean Processes
- Working knowledge of statistical modeling tools used in forecasting
- Capacity planning experience
- Experience extracting and transforming complex data sets (ETL administration)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
About Amazon
Learn More About AmazonAudible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.
Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests.
Work You’ll Do
At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you.
Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally.
Lead with Innovation and Leadership
Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards.
Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation.
Explore Amazon’s Employment Benefits
Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security.
Internship and Networking Opportunities
Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company.
Future-Proof Your Career
With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends.
Stay Connected
Join Our Team
Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference.
Keep Up to Date
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Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Amazon Careers
Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests.
Work You’ll Do
At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you.
Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally.
Lead with Innovation and Leadership
Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards.
Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation.
Explore Amazon’s Employment Benefits
Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security.
Internship and Networking Opportunities
Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company.
Future-Proof Your Career
With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends.
Stay Connected
Join Our Team
Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference.
Keep Up to Date
Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.
Job Alert Emails
Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon.
Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
