Description

At Amazon we believe that every day is still Day One. We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you’d like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining the amazing Disability & Leave Services Team.

We are seeking a motivated, analytically driven workforce/real-time professional to oversee end-to-end inventory and real-time management to support DLS Operations. This position will focus on the real-time preparedness in planning the right people, at the right times, with the right skills, to ensure we are providing a world-class service to our customers. This candidate should have an analytical mindset and workforce management experience to be able to provide analytical insights into previous day and real-time deviations from the tactical Workforce plan.

Key job responsibilities

Key Responsibilities:

· Update daily staffing plans based on short- and long-term capacity goals.

. Responsible for updating and maintaining schedules for Associates (CMs, ACs, RACs, etc.) to enable the achievement of service level and productivity goals for the site.

· React to changes in daily/weekly/Monthly call volumes and productivity goals by determining the required staffing level changes to ensure delivery of service levels.

· Contribute to World-wide workflow projects, like standardization work stream (Tools /report/process and etc.).

· Update and send reports related to productivity performance of DLS operations including but not limited to shrinkage, occupancy and NPT usage.

· Build and maintain strong relationships with key stakeholders from all countries supporting DLS Services to ensure shared objectives are met.

· Resolve TTs assigned to the WFM team that require real-time assistance to different stakeholders.

. Provide staffing plan analysis of main KPIs to drive continuous improvement.

Basic Qualifications

• Experience with MS Outlook, Excel, SharePoint, Amazon Projects, Word, Slack and Chime

• Experience with HR processes and systems

• Experience with process improvement and stakeholder management

• 1+ year of WFM or DLS experience

• Experience in a live queue or case management environment

• Experience using workforce management tools.

Preferred Qualifications

• Bachelor’s degree or equivalent

• Advanced skills using Microsoft Excel in a business environment

• Ability to prioritize and meet tight deadlines

• Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions

• Proven ability to build relationships quickly

• Exceptional analytical skills

• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders · Analytical with attention to detail.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $47,500/year in our lowest geographic market up to $94,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.