MHLS Workforce Management Analyst , MHLS
Remote, USA
Full-time
Posted 2025-02-22
- 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 enablersExperience/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 multitaskBasic qualifications5+ years of WFM Management experienceresourcesExperience in contact center operationsBachelor's degreeSolid proven experience in a live queue contacts environmentSolid proven experience using contact center technologyHigh proficiency in Microsoft ExcelExperience in Contact Center OperationsExceptional analytical skillsPreferred qualifications5+ years of Human Resources experienceBASIC 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.
Similar Remote Jobs
MHLS Workforce Management Analyst , MHLS
Posted on: 31-01-2025 09:59
Michigan Amazon Driver – Part-Time
Posted on: 19-09-2024 00:00
Michigan Amazon Package Delivery Driver
Posted on: 19-09-2024 00:00
Michigan Commercial Title Examiner (Remote)
Posted on: 04-12-2024 05:41
Michigan Remote Fundraising Call Center
Posted on: 31-01-2025 09:58
Michigan Workers? Compensation Claim Adjuster ? Flexible Hybrid Schedule
Posted on: 10-12-2024 18:34
Microbiology Lab Assistant
Posted on: 27-09-2024 00:00
Micromaintenance Tech
Posted on: 16-07-2024 19:01
Microsoft 365 Consultant
Posted on: 16-07-2024 19:02
Microsoft 365 Consultant
Posted on: 16-07-2024 19:02
Online Typing Jobs For Teens
Posted on: 09-07-2024 07:20
Data Business Analyst (remote)
Posted on: 30-11-2024 09:47
United Airlines Customer Service Jobs $25/Hour
Posted on: 15-11-2024 04:55
Make Money Online Data Entry Jobs for Teens Entry Level
Posted on: 09-07-2024 07:20
Bilingual RN - Spanish / English
Posted on: 06-11-2024 04:54
Disney Social Media Support Jobs - Work From Home
Posted on: 16-07-2024 19:08
Director - Lounge Operations & Servicing
Posted on: 16-01-2025 19:16
Customer Service - Work from Home
Posted on: 05-10-2024 00:00
Remote Administrative Support Specialist - No Degree Required
Posted on: 31-01-2025 10:00
Senior Program Manager Data Team (Remote)
Posted on: 11-09-2024 00:00