DESCRIPTION

The Registration & Compliance Operations (RCO) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace
Amazon is seeking a Workforce Management Scheduling Analyst to join our team reporting to the Workforce Manager where you will be responsible for delivery of production schedules and staffing patterns across global marketplaces within 13 different locations. You will be working in a fast paced environment where each day will bring new challenges and opportunities. This is a high impact role where you will implement workforce methodologies, process mapping making data driven decisions to meet the business goal's / KPI's. The successful candidate will work closely with multiple stakeholders with Business Team's, Site Operations, Training, Analytics and leadership.

Responsibilities:
• Develops schedules that meet the headcount requirements delivering Service level
• Manages schedule change requests that come through
• Performs ongoing analysis of current staffing taking into account upcoming attrition, training requirements ensuring headcount utilization is delivered
• Manages non-productive time and training requests ensuring Service level is protected
• Produces bi-weekly reporting on staffing efficiency and accuracy
• Co-ordinate with workforce management team, Capacity planning and Operations to analyze historical data and forecast demand

BASIC QUALIFICATIONS

• 2+ years experience in Workforce Management using Aspect or Workforce management solution software
• Demonstrated ability to effectively manage time, prioritize multiple tasks and projects to ensure in-time delivery.
• Advanced knowledge of Microsoft excel, visual basic and sql
• Ability to work in a cross functional and fast paced contact centre environment
• Excellent communication skills both verbal and written

PREFERRED QUALIFICATIONS

• Prior Scheduling experience using Aspect or Workforce management solution software