[Remote-Position] MHLS Workforce Management Analyst , MHLS
Job Highlights:Company: WorkwarpCompensation: a competitive salaryLocation: RemoteStart Date: Immediate openings availablePosition: MHLS Workforce Management Analyst , MHLSÂ Â At MHLS, we're looking to hire a WFM Analyst to be part of the MHLS Workforce Management team. The selected candidate will be responsible for managing operational KPIs and site level performances thereby delivering as global WFM POC for the team. The expectation is to ensure effective management of the incoming and outbound phone, chat and email volumes by analyzing forecast details from Economists team and drafting way forward plans in terms of peak readiness, HC hiring etc. The position will have high visibility to all the operations teams from Costa Rica, the US and India.
Position Responsibilities:
 To Analyze HC requirement based on recent volumes, trends and reporting it to LT team for visibility and discussion
 Monitoring real-time performance, adjusts off-line activities and provide guidance to leadership to ensure a consistent customer experience
 Ensure that Operational metrics like service levels, occupancy, PTL, utilization etc. are being met by all Orgs/skills at daily level
 Reviewing weekly data of reports share by WFM on efficiency and daily metrics and provide insights on WBR/MBR/YBR narratives
 To liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics
 To ensure timely closure on all planning related activities like training & QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning etc.
 To ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short term deficits
 To mentor and develop fellow RTAs with all WFM required skills and knowledge
 To deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs)
 To ensure expected processes are followed by Operations, invent & simplify current processes to remove waste or non-value enablers
Experience/Skills
 Strong understanding of MHLS business and events impacting business
 Strong numerical and analytical skills
 Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances
 Demonstrated ability to communicate effectively in a multi-cultural environment
 Demonstrated ability to work under pressure
 Demonstrated effective time management skills
 Ability to effectively interact with employees at all levels of the organization
 Ability to maintain confidentiality
 Demonstrates effective communication and public speaking skills
 Able to give and receive feedback effectively
 Positive and enthusiastic work ethic
 Demonstrates resilience, drive and ownership for own personal development
 Strong attention to detail
 Ability to multitask
Basic qualifications
5+ years of WFM Management experience
resources
Experience in contact center operations
Bachelor's degree
Solid proven experience in a live queue contacts environment
Solid proven experience using contact center technology
High proficiency in Microsoft Excel
Experience in Contact Center Operations
Exceptional analytical skills
Preferred qualifications
5+ years of Human Resources experience
BASIC QUALIFICATIONS
- 3+ years of human resources experience
- Experience with HR processes and systems
PREFERRED QUALIFICATIONS
- Experience with process improvement and stakeholder management
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Apply Job! Submit Your ApplicationSeize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.
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Position Responsibilities:
 To Analyze HC requirement based on recent volumes, trends and reporting it to LT team for visibility and discussion
 Monitoring real-time performance, adjusts off-line activities and provide guidance to leadership to ensure a consistent customer experience
 Ensure that Operational metrics like service levels, occupancy, PTL, utilization etc. are being met by all Orgs/skills at daily level
 Reviewing weekly data of reports share by WFM on efficiency and daily metrics and provide insights on WBR/MBR/YBR narratives
 To liaise with all network POCs (WFM and Ops) for owned Org/skill and work on gaps/opportunity areas which may impact operational metrics
 To ensure timely closure on all planning related activities like training & QA requests, optional and mandatory holidays planning, Shift rollovers, BCP planning etc.
 To ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short term deficits
 To mentor and develop fellow RTAs with all WFM required skills and knowledge
 To deep dive and provide insights on metric misses with factual callouts and path to greens (PTGs)
 To ensure expected processes are followed by Operations, invent & simplify current processes to remove waste or non-value enablers
Experience/Skills
 Strong understanding of MHLS business and events impacting business
 Strong numerical and analytical skills
 Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances
 Demonstrated ability to communicate effectively in a multi-cultural environment
 Demonstrated ability to work under pressure
 Demonstrated effective time management skills
 Ability to effectively interact with employees at all levels of the organization
 Ability to maintain confidentiality
 Demonstrates effective communication and public speaking skills
 Able to give and receive feedback effectively
 Positive and enthusiastic work ethic
 Demonstrates resilience, drive and ownership for own personal development
 Strong attention to detail
 Ability to multitask
Basic qualifications
5+ years of WFM Management experience
resources
Experience in contact center operations
Bachelor's degree
Solid proven experience in a live queue contacts environment
Solid proven experience using contact center technology
High proficiency in Microsoft Excel
Experience in Contact Center Operations
Exceptional analytical skills
Preferred qualifications
5+ years of Human Resources experience
BASIC QUALIFICATIONS
- 3+ years of human resources experience
- Experience with HR processes and systems
PREFERRED QUALIFICATIONS
- Experience with process improvement and stakeholder management
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
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.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Apply Job! Submit Your ApplicationSeize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role.
Apply Now