MHLS Workforce Management Analyst, MHLS
Job ID: 2926915 | Amazon.com Services LLC
At MHLS, we’re looking to hire a WFM Analyst to be part of the MHLS Workforce Management team. This is a 12-month seasonal opportunity with potential to become permanent after 12 months.
The selected candidate will be responsible for managing operational KPIs and site-level performance, serving as the global WFM POC for the team. The role involves ensuring effective management of incoming and outbound phone, chat, and email volumes by analyzing forecast details from the Economists team and drafting plans for peak readiness, HC hiring, etc. The position will have high visibility across operations teams in Costa Rica, the US, and India.
We are seeking candidates with the following skills:
* Strong understanding of MHLS business and related events impacting operations
* Strong numerical and analytical skills
* Ability to make real-time effective decisions in uncertain and ambiguous circumstances
* Effective communication skills in a multicultural environment
* Ability to work under pressure and manage time effectively
* Ability to interact with employees at all organizational levels
* Maintaining confidentiality
* Effective communication and public speaking skills
* Ability to give and receive feedback constructively
* Positive, enthusiastic work ethic
* Resilience, drive, and ownership of personal development
* Strong attention to detail
* Ability to multitask
Key responsibilities include:
* Analyzing HC requirements based on recent volumes and trends, reporting findings to the leadership team
* Monitoring real-time performance, adjusting activities, and guiding leadership for a consistent customer experience
* Ensuring operational metrics like service levels, occupancy, PTL, and utilization are met daily
* Reviewing weekly reports on efficiency and metrics, providing insights for narratives
* Liaising with network POCs to address gaps and opportunities impacting metrics
* Completing planning activities such as training, QA requests, holiday planning, shift rollovers, and BCP planning
* Aligning capacity schedules with expected volumes and addressing short-term deficits
* Mentoring and developing fellow RTAs in WFM skills
* Deep diving into metric misses and providing actionable insights
* Ensuring process adherence and continuous process improvement
Experience and skills required:
Basic Qualifications
* 3+ years of human resources experience
* Experience in contact center operations
* Experience with HR processes and systems
* 1-3 years of WFM management experience
Preferred Qualifications
* Experience with process improvement and stakeholder management
* Experience managing confidential employee information
* Bachelor's degree
* Proven experience in a live queue contact environment
* High proficiency in Microsoft Excel
Amazon is an equal opportunity employer and values diversity. For workplace accommodations, please visit the provided link. We do not discriminate based on veteran status, disability, or other protected categories.
#J-18808-Ljbffr