Job Opportunity at Amazon Web Services India Private Limited: Workforce Scheduler
Amazon Web Services (AWS) is hiring a Scheduler / Scheduling Analyst to join the AWS Premium Support Community Support Workforce Management team. This position involves managing the scheduling life cycle and site performance to effectively handle incoming and outbound phone, chat, and email volumes.
Location: Bengaluru, Karnataka , India
Job Description
As a Scheduler, you will ensure efficient resource scheduling, manage time-offs, approve/reject shift swap requests, and provide various scheduling analyses. You will also maintain data integrity within the Workforce Management (WFM) system and communicate changes to contact patterns. This role requires real-time communication with the WFM team and operations to support changes within routing profiles and update performance reports.
Key Responsibilities
- Generate schedules regularly to maximize resource efficiency.
- Use forecasting techniques and statistical knowledge.
- Collaborate with Operations to get timely updates on work shifts.
- Manage time-offs based on shrink goals for each site.
- Capture and update all non-case activities to ensure visibility of future staffing and call out gaps and risks.
- Approve/reject shift swap requests.
- Provide various scheduling analyses and staff recommendations.
- Maintain intra-day performance and hygiene reports.
- Ensure data integrity within the WFM system.
- Run quarterly shift bids and assist managers with data for preferred shifts.
- Communicate changes to incoming contact patterns to operations and the broader WFM team.
- Support changes within routing profiles.
- Update and send performance reports, including shrinkage, occupancy, and KPIs.
- Build and maintain relationships with key stakeholders from all sites to ensure shared objectives are met.
- Review and process schedule changes and requests in real-time.
- Provide assistance to the WFM team as needed.
Basic Qualifications
- 2+ years of program or project management experience.
- Bachelor's degree or equivalent.
Preferred Qualifications
- Knowledge of Lean principles and DMAIC methodology.
- Experience in MS Access and SQL.
- Experience in requirement gathering and writing detailed requirement documents.
Application process:[Click Here To Apply]
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About the Team
AWS values diverse experiences and encourages candidates to apply regardless of their background or qualifications. AWS promotes work-life balance, an inclusive team culture, and provides ample opportunities for mentorship and career growth.
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AWS is the world’s most comprehensive and broadly adopted cloud platform, trusted by customers from startups to Global 500 companies. AWS fosters a flexible working culture, values work-life harmony, and embraces a culture of inclusion through employee-led affinity groups. AWS continuously raises its performance bar to become Earth’s Best Employer, offering knowledge-sharing, mentorship, and career-advancing resources.