Job Description

DESCRIPTIONAWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.The AWS Trust & Safety team (T&S) is the customer facing team in AWS Support responsible for enforcing AWS's Acceptable Use Policy (AUP) in an effort to reduce opportunities for bad actors to perform abuse via our services. We also respond to reports of abusive activity originating from the AWS network. Abusive activities not only violate our terms of service and cause real-world harm, but can impact AWS's public reputation as well as the integrity of AWS's IP (Internet Protocol) space, affecting our customers' ability to conduct business via our network. Anyone on the Internet can submit a report to T&S including AWS customers, 3rd-party security and threat researchers, international cybersecurity response teams, other internet/email/electronic/cloud service providers, and general members of the public.Mission - To eliminate abuse originating from AWS services while upholding customer and societal trust.Vision - To establish Trust & Safety as a team of highly-skilled safety experts who steer the development of policy and technology solutions that are principled, socially responsible, and effective in minimizing abuse on AWS services.Amazon knows that a diverse, inclusive culture empowers us all to deliver the best results for our customers. We celebrate diversity in our workforce and in the ways we work. As part of our inclusive culture, we offer accommodations during the interview and onboarding process. If you'd like to discuss your accommodation options, please contact your recruiter, who will partner you with the Applicant-Candidate Accommodation Team (ACAT). You may also contact ACAT directly by emailing acat-africa@amazon.com. We want all Amazonians to have the best possible Day 1 experience. If you've already completed the interview process, you can contact ACAT for accommodation support before you start to ensure all your needs are met Day 1.Key job responsibilities
Key Expectations of the Workforce Analyst include:- Provide support in creating and communicating site and profile-level short-term capacity plans to proactively manage known or projected capacity risks, working across multiple functional teams to ensure risks to SLAs are mitigated.
- Provide support in delivering and consistently review scheduling plans by site to enable optimal coverage for achieving SLAs within a 24/7 environment with multiple contact channels supported.
- Act as link between the Capacity Planning team and the business to continually provide feedback on how to align our planning process to reality
- Provide support in managing the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service level, shrinkage, utilization, etc.)
- Partner across functional teams, (e.g. Site Ops, BI, Operational Excellence, Capacity Planning, etc.) to test and validate input assumptions used in the headcount planning process.
- Provide support in delivering site and profile-level holiday scheduling and shrinkage plans.
- Provide support in building a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding workforce management best practices.A day in the life
Our team puts a high value on work-life balance. It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.About the team
AWS Trust & Safety team ingests, categorizes, investigates, and mitigates reports of abuse originating from the AWS IP space. T&S Abuse is the primary entity responsible for taking mitigative actions against customer resources that violate the AWS AUP or otherwise threaten other AWS customers, services, and AWS IP Integrity. We work closely with AWS service teams to determine appropriate mitigative actions and act as the customer facing outreach team on their behalf. We cover investigations for Simple Email Service (SES), Pinpoint (PP) Email, Simple Notification Service Short Messaging Service (SNS SMS), Pinpoint Short Messaging Service (PP SMS) and Pinpoint Voice as anti-abuse investigators for both NA and FE regions. AWS Digital Messaging support encompasses limit increases, production access requests, add-on service contract management (Dedicated Short/Long Code, SenderID), enforcement issues (pausing accounts displaying reputation disruption behaviors) and appeals of enforcement actions with minimal SOP guidance and advanced level of ambiguity.Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.Why AWS?
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.Inclusive Team Culture
Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.Mentorship & Career Growth
We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.We are open to hiring candidates to work out of one of the following locations:Cape Town, ZAFBASIC QUALIFICATIONS- 2+ years of previous experience in a workforce management role, such as a real time analyst or workforce analyst
- 3+ years of previous experience in a contact center environment using contact center technologies, such as IEX & Nice or similar
- Bachelor's degree in an analytical or business field, or comparable business experience with some technical backgroundPREFERRED QUALIFICATIONS- Experience in requirement gathering and ability to write clear and detailed requirement document
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

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