MHLS Workforce Management Analyst MHLS
MHLS Workforce Management Analyst MHLS
Posted on :
15-03-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
At MHLS were 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 realtime performance adjusts offline 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 nonvalue enablers
Experience/Skills
Strong understanding of MHLS business and events impacting business
Strong numerical and analytical skills
Demonstrated ability in making realtime effective decisions in uncertain and ambiguous circumstances
Demonstrated ability to communicate effectively in a multicultural 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
Bachelors 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
3 years of human resources experience
Experience with HR processes and systems
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Position Responsibilities:
To Analyze HC requirement based on recent volumes trends and reporting it to LT team for visibility and discussion
Monitoring realtime performance adjusts offline 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 nonvalue enablers
Experience/Skills
Strong understanding of MHLS business and events impacting business
Strong numerical and analytical skills
Demonstrated ability in making realtime effective decisions in uncertain and ambiguous circumstances
Demonstrated ability to communicate effectively in a multicultural 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
Bachelors 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
3 years of human resources experience
Experience with HR processes and systems
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
