MHLS Workforce Management Analyst , MHLS
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!