Description 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. At AWS India, we’re looking to hire a Sr. Workforce Scheduler to be part of the AWS Support Workforce Management team in Amazon Web Services India Private Limited(AWS India). 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 relationships A day in the life We support Operations team to strategically allocate people and resources, track attendance and comply with constantly changing workplace laws and regulations. About the team 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. Mentorship and Career Growth We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Basic Qualifications - 12+ years of experience in a contact center environment - 8+ years previous experience in a Workforce Management role as a Scheduler/scheduling analyst. - 5+ Years of experience managing Alvaria (formerly known as Aspect) WFM tool. - 5+ Years of hands on experience on Aspect tool. Preferred Qualifications - Demonstrates Decision Making/ Complex Problem Solving - Proactively gather the right data from appropriate sources, probe/consider all of the facts - 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