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

A day in the life
As a Sr. Workforce Scheduler in the workforce management team, my primary responsibility is to optimize and plan the work schedules of employees to ensure that the company's resources are utilized efficiently and effectively. Each day brings new challenges and tasks that require me to stay organized, detail-oriented, and adaptable. My day is dynamic and involves various aspects of workforce management. From analyzing data to creating schedules, collaborating with colleagues, and addressing scheduling issues, I play a crucial role in ensuring that the company's workforce is efficiently utilized and employees have a positive experience.

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.”

About AWS

Diverse Experiences
AWS 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.

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 & 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.

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.

- 3+ years of program or project management experience
- 3+ 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
- Knowledge of workforce management principles and strategies, and tools such as IEX or Aspect

- 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
- Demonstrated decision making and problem solving skills Decision Making/ Complex Problem Solving
- Advanced skills using Microsoft Excel in a business environment

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.