Sr. Workforce Scheduler, AWS Support Engineering

- 5+ years of program or project management experience
- 5+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience working cross functionally with tech and non-tech teams
- 3+ years previous experience in a Workforce Management role as a Scheduler/Scheduling Lead/Scheduling Analyst in call center environment; 3+ years experience managing Alvaria (formerly known as Aspect) WFM tool or similar
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- * Demonstrates Decision Making/ Complex Problem Solving
- * Proactively gather the right data from appropriate sources, probe/consider all of the facts
- * Considers other perspectives
- * Conduct root cause analysis
- * Refer to long term plans and goals
- * Prioritize key factors; act decisively, promptly and confidently ·
- * Advanced skills using Microsoft Excel in a business environment
- * Ability to prioritize and meet tight deadlines
- * Analytical with attention to detail ·
- * Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolution

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AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.


At AWS, we’re looking to hire a Sr. Workforce Scheduler to be part of the AWS Support Engineering Community Support Workforce Management team. The Scheduler will lead and manage end to end scheduling life cycle and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams internally.

Key job responsibilities
Regularly generate schedules to maximize resource efficiency
Statistical knowledge and experience with forecasting techniques
Ensure that work shifts are updated on a timely basis with Operations
Manage (approve/reject) time offs based on shrink goals
Track and update NPTs (Site wide meetings, 1:1 meetings, trainings) so we have visibility into future staffing and can identify gaps and risks.
Manage shift swap requests (approve / reject)
Analyze various scheduling factors to determine optimal schedules and provide recommendations to staff
Maintain intra-day performance and hygiene reports
Maintain data integrity in WFM systems
Manage shift bids as needed and assist managers with data to volunteer engineers on preferred shifts
Inform operations and the broader WFM team of changes in incoming contact patterns
Manage site-wide Holidays by analyzing incoming demand and making necessary staffing adjustments
Real-time communication with WFM and operations when call outs or changes are needed
Send reports related to the performance of each site, including shrinkage, occupancy, and key performance indicators
Assist key stakeholders from all sites in achieving shared objectives by building and maintaining strong relationships

About the team
We are team of workforce schedulers and part of wider Workforce management (WFM) function. We support Operations team to strategically allocate people and resources, track attendance and comply with constantly changing workplace laws and regulations. Our primary objective is to understand business rhythm using historical data and trends to predict future staffing needs and then create schedules that best fit the forecasted model and automatically tracks employee time and attendance.

Mission Statement

“Providing support and guidance to operations on staff scheduling to ensure we have right engineer available with the right skill at the right time.”

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

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