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ITS Workforce Analyst

ITS Workforce Analyst

Amazon

5 - 7 years

11 - 12 Lacs

hyderabad

Posted:1 month ago| Platform:

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Skills Required

it services automation service level staffing workforce planning workflow scheduling macros operations capacity planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

In this role, you will support the delivery of service levels and productivity targets for all skills/sites you support. You will understand our business drivers and levers, and will monitor and report volume actuals against forecast, to meet short-term outlook.
Responsibilities include: On-going generation, creation, and maintenance of accurate data/reporting Run what-if scenarios for staffing Analyze data to outline any reasons for under/over performance, and recommend actions to improve performance. Support the production, communication, & implementation of service level action plans Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels Work with operational and support teams to effectively plan non-productive time (NPT) Ensure accurate recording and reporting of metrics Develop relationships with leadership and workflow/capacity partners, to include sharing standard methodologies Work closely with leadership to identify hot spots and take appropriate actions to minimize any impacts Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner Evaluate and implement opportunities for improving workflow processes and automation of processes Monitor adherence to productivity and SLA

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ITS Workforce Analyst