WFM Program Manager

1 week ago


Hyderabad, Telangana, India Amazon Dev Center India - Hyderabad Full time

We are looking for an Good Workforce Management (WFM) Program Manager I, who is passionate about their work, understands how to manage contacts across a network of contact centers, and who has the ability to contribute new innovations within the Amazon Account Health Support Workforce Management Team.

The ideal candidate will possess experience in typical workforce management disciplines:
scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges.

In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning (1-16 weeks in advance).

Key job responsibilities

  • Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments across all sites/languages/markets.
  • Manages non-productive time request process and planning, ensuring activities are planned without impacting SLAs.
  • Responsible for the onboarding of new hires into scheduling system.
  • Reviews and processes schedule change requests.
  • Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7.
  • Leads weekly staffing review meetings detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks.
  • Scheduling, re-scheduling, schedule rollovers and optimization of team meetings, one on ones, training, and various other off phone activities.
  • Break optimizations as per site specific legal guidelines.
  • Work with CASA (Aspect team) and Workforce PM Aspect onboarding into Account Health Support set up.
  • Post launch, attending meetings in regular intervals with Aspect admin team for learnings, updates, call-outs & implementations.
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND

BASIC QUALIFICATIONS
years of program or project management experience

Bachelor's degree and/or recognized equivalent work experience · 4+ years' experience in a Contact Center Workforce Management & Scheduling role required.

Demonstrated experience and success in WFM or Operations oriented projects in Contact Centers. ·
Demonstrated experience managing routine scheduling and RTA work in multi-channel global contact center environments including phone, email.

Analytical and solid communications skills are essential to be successful in this role·
Advanced skills using Microsoft Excel in a business environment·
PREFERRED QUALIFICATIONS

Hands on experience in managing Aspect is highly desirable

Scheduling of associates based on interval wise volume delivery pattern in Aspect

Breaking down monthly, weekly and daily volume into interval level volume distribution by following historical trend

Schedule staffing following interval wise volume requirement and DOW distribution

Forecasting of interval level volume & AHT following historical trend

Maintaining headcount database based on joiners and leavers update

Conducting shift bid process to help shift rollover for agents

Optimizing breaks, meeting and other non-productive times by following staffing over under/gap

Adjusting based on change in DST (day light saving)
  • WFM Program Manager

    1 week ago


    Hyderabad, Telangana, India Amazon Full time

    Job summary:The Registration & Compliance (R&C) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill intentioned'. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this...


  • Hyderabad, Telangana, India Amazon Full time

    Have you ever thought about what it takes to detect and prevent bad actors from submitting falsified documents and creating fraudulent seller accounts? What would you do to create a trusted marketplace where millions of buyers and sellers can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction? Amazon...


  • Hyderabad, Telangana, India Amazon Dev Center India - Hyderabad Full time

    Have you ever thought about what it takes to detect and prevent bad actors from submitting falsified documents and creating fraudulent seller accounts? What would you do to create a trusted marketplace where millions of buyers and sellers can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction? Amazon...

  • Manager - WFM

    1 week ago


    Hyderabad, Telangana, India Genpact Full time

    Genpact (NYSE:G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we...


  • Hyderabad, Telangana, India Amazon Full time

    Have you ever thought about what it takes to detect and prevent fraud among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where millions of buyers and sellers can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction? Amazon is...

  • Lead Analyst, WFM

    7 days ago


    Hyderabad, Telangana, India Ascensus Full time

    Role and Key Responsibilites Create Capacity Plans for Enterprise and co-create with partners for their sites Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements Oversee the overall Capacity planning for HC Would need to continuously monitor the performance against the plans and...

  • Lead Analyst, WFM

    1 week ago


    Hyderabad, Telangana, India Ascensus Full time

    Role and Key Responsibilites Create Capacity Plans for Enterprise and co-create with partners for their sites Prepare, monitor, and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements Oversee the overall Capacity planning for HC Would need to continuously monitor the performance against the plans and...


  • Hyderabad, Telangana, India Genpact Full time

    With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create...


  • Hyderabad, Telangana, India Genpact Full time

    With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create...


  • Hyderabad, Telangana, India Amazon Development Centre (India) Private Limited Full time

    strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - continues to grow and evolve as a world-class e-commerce platform. The Account Health Support (AHS) Specialist within the AHS team acts...


  • Hyderabad, Telangana, India ADCI HYD 16 SEZ Full time

    Have you ever thought about what it takes to detect and prevent fraud among hundreds of millions of e-Commerce transactions in different countries? What would you do to create a trusted marketplace where millions of buyers and sellers can safely transact online? What kinds of processes and systems would you build to maximize customer satisfaction? Amazon is...


  • Hyderabad, Telangana, India ADCI HYD 16 SEZ Full time

    At Amazon, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience, who...


  • Hyderabad, Telangana, India Tech Mahindra Full time

    Experience- 3-8 years Location- Hyderabad Role- WFM/RTA Executive Candidate should be from Telecom/E-commerce or banking backgroundShould know basic of WFM like, SLA, shrinkage, attrition, Expiry/ABN, Forecast deviation etc calculationsShould be good in excel knowledge in terms of Pivot, conditional formatting, formulas (Vlookup, Hlookup, SUMIF, SUMIFS,...


  • Hyderabad, Telangana, India Amazon Dev Center India - Hyderabad - A85 Full time

    Job Description At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Our mission in CTPS is to make the safest place to shop online. The CTPS team safeguards the order pipelines; monitoring, tracking, and managing risk to ensure long-term buyer satisfaction. As...


  • Hyderabad, Telangana, India Wipro Full time

    An WFM provides their respective team with high quality reliable data to support them with management decision-making and provides it's stakeholders with regular timely and accurate updates, Need to take care Short term Forecasting, Scheduling and Capacity Planning for the process Has Knowledge/ Hands on in generating Forecasting, Planning, Scheduling Able...


  • Hyderabad, Telangana, India ADCI HYD 20 SEZ Full time

    Overview: strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to...


  • Hyderabad, Telangana, India Amazon Full time

    Overview:AMAZON strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner...


  • Hyderabad, Telangana, India ADCI HYD 20 SEZ Full time

    Overview:AMAZON strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner...

  • Program Manager

    2 months ago


    Hyderabad, Telangana, India ANSR Global Corporation Full time

    Roles and Responsibilities include:Successfully execute the large-scale incubation program for a multinational setting up a GCC in India.Perform the relevant project management processes - i.e. initiate, plan, execute, monitor and control and close, and the supporting processes e.g. demand management (working closely with US counterparts), scope, cost, time,...

  • Program Manager

    3 weeks ago


    Hyderabad, Telangana, India ANSR Global Corporation Full time

    Roles and Responsibilities include:Successfully execute the large-scale incubation program for a multinational setting up a GCC in India.Perform the relevant project management processes - i.e. initiate, plan, execute, monitor and control and close, and the supporting processes e.g. demand management (working closely with US counterparts), scope, cost, time,...