Workforce Analyst, ITS Workforce
Bucharest, RO
4 zile în urmă

Job summary

AWS IT Services organization is looking for a Workforce Analyst who can be a part of a fast-growing capacity planning and workforce management team.

The ideal candidate is a leader with demonstrated ability to implement workforce management methodologies, process mapping, and optimization techniques and make data driven decisions for project deliverables.

They will also possess an analytic and optimization background to enable tactical workforce planning. Cross-team collaboration and project management skills are essential.

A passion for developing a standard Global WFM model is required, as is engaging your team to do the same. You will play an active part in this effort.

In this role, you will support the delivery of service levels and productivity targets for all skills / sites you support.

You will understand our business drivers and levers, and will monitor and report volume actuals against forecast, to meet short-term outlook.

Responsibilities include :

  • On-going generation, creation, and maintenance of accurate data / reporting
  • Run what-if scenarios for staffing
  • Analyze data to outline any reasons for under / over performance, and recommend actions to improve performance.
  • Support the production, communication, & implementation of service level action plans
  • Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels
  • Work with operational and support teams to effectively plan non-productive time (NPT)
  • Ensure accurate recording and reporting of metrics
  • Develop relationships with leadership and workflow / capacity partners, to include sharing standard methodologies
  • Work closely with leadership to identify hot spots and take appropriate actions to minimize any impacts
  • Communicate and interact effectively with operations and support functions to provide internal customers with information / data needs in a timely manner
  • Evaluate and implement opportunities for improving workflow processes and automation of processes
  • Monitor adherence to productivity and SLA
  • Key job responsibilities

  • Monitor, manage and control the short-term planning horizon, managing and performing mitigation actions to ensure high level of service delivery planning globally
  • Analyze data through data mining to drive the decisions of key workflow issues, such as queue, skill and profile management, adjusting to the variation of incoming volume and capacity available.
  • Interpret and communicate data impacting the current operation and department, including changes in arrival patterns, schedules, productivity and other critical inputs that could impact service levels, customer experience or business improvements
  • Ensure all SLAs and Qis are met to provide consistent service to customers by controlling input metrics such as AHT, NPT, Shrinkage, and ensuring schedules closely align to DOW and IDP patterns.
  • Track SL for intake mechanisms, Identify opportunities to reduce intake for WF. Put SOP and processes in place to ensure standardization of response to customers.
  • Develop self-service solutions for workflows primary stakeholders to reduce administrative overhead and increase time for value-adding activities, making the whole team more scalable and fit for future challenges.
  • A day in the life

    The ITS Workforce Analyst will prioritize their time supporting ticket work aligned with schedule and planning foundation data entry.

    They are responsible to monitor real time service level performance and provide guidance to operation partners through education and resource allocation direction.

    In tandem, they will highlight opportunities for process improvement and developing automated solutions to eliminate manual work.


  • 2+ years of experience in workforce planning / management, incl. staff planning, scheduling, real-time analysis
  • MS Excel skills and experience in working with the following Microsoft Suite and Reporting Platforms : VBA, MS Excel, skills required
  • Experience with forecasting volume and schedule generation

  • Experience with the Workforce Management tools (i.e. Aspect)
  • QL and / or MS Access, VBA Python scripting skills is a plus
  • Ability to effectively use tools such as Data Warehouse, SQL, etc
  • BA or BS degree in engineering / operations / business / mathematics
  • Amazon is committed to a diverse and inclusive workplace.

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