WFM Program Manager I, AHS WFM

4 weeks ago

hyderabad, 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

- 3+ 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 · Speaking-listening-writing skills, attention to details, proactive self-starter.

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

    4 weeks ago

    Hyderabad, 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 Pm I, Ahs Wfm

    1 day ago

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

    2+ years of WFM program or project management experience. - Experience in Contact Center Real Time queue management. - Working knowledge Contact Center performance Metrics. Key job responsibilities - Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments across all sites/languages/markets. - Manages...

  • Assistant Manager

    4 weeks ago

    hyderabad, 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 –...

  • Assistant Manager

    4 weeks ago

    Hyderabad, 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 –...

  • Manager - WFM

    3 weeks ago

    Hyderabad, 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...

  • Manager - WFM

    4 weeks ago

    hyderabad, 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 –...

  • Manager - WFM

    4 weeks ago

    Hyderabad, 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 –...

  • Lead Analyst, WFM

    3 weeks ago

    hyderabad, 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...

  • Lead Analyst, WFM

    3 weeks ago

    Hyderabad, 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

    3 weeks ago

    Hyderabad, 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...

  • Manager II, Program Mgmt, SEPO WFM

    14 hours ago

    Hyderabad, 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...

  • Manager II, Program Mgmt, SEPO WFM

    12 hours ago

    Hyderabad, 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...

  • Manager II, Program Mgmt, SEPO WFM

    15 hours ago

    hyderabad, 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...

  • Capacity Planning PM, WFM

    4 weeks ago

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

    Amazon.com 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 - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Account Health Support (AHS) Specialist...

  • Senior Manager

    4 weeks ago

    Hyderabad, India Centific Full time

    Job Description: Ensures the right resource tagged in the right project Tracking Resource allocation project wise. Tracking New Joiners and project allocation Tracking Project timelines and end dates to manage ramp down. Strategic pool management and effective re-deployment of the project ramped down associates. Bench Management and project ramp up with...

  • Senior Manager

    4 weeks ago

    Hyderabad, India Centific Full time

    Job Description: Ensures the right resource tagged in the right projectTracking Resource allocation project wise.Tracking New Joiners and project allocationTracking Project timelines and end dates to manage ramp down.Strategic pool management and effective re-deployment of the project ramped down associates.Bench Management and project ramp up with defined...

  • Senior Manager

    4 weeks ago

    Hyderabad, India Centific Full time

    Job Description: Ensures the right resource tagged in the right projectTracking Resource allocation project wise.Tracking New Joiners and project allocationTracking Project timelines and end dates to manage ramp down.Strategic pool management and effective re-deployment of the project ramped down associates.Bench Management and project ramp up with defined...

  • ▷ [15h Left] Senior Manager - WFM

    6 days ago

    Hyderabad, India Centific Full time

    Job Description:- Ensures the right resource tagged in the right project- Tracking Resource allocation project wise.- Tracking New Joiners and project allocation- Tracking Project timelines and end dates to manage ramp down.- Strategic pool management and effective re-deployment of the project ramped down associates.- Bench Management and project ramp up...

  • Infor Workforce Management Administrator(3+ Years)

    2 weeks ago

    Hyderabad, India Enterprise Minds, Inc Full time

    About the jobAbout Company -Enterprise Minds, with a core focus on Product, Automation and Intelligence Engineering, partners customers on the trajectory towards increasing outcomes, relevance, and growth. Harnessing the power of Data and the forces that define and shape AI, Machine Learning and Data Science, we believe in institutionalizing go-to-market...

  • Infor Workforce Management Administrator(3+ Years)

    2 weeks ago

    Hyderabad, India Enterprise Minds, Inc Full time

    About the jobAbout Company -Enterprise Minds, with a core focus on Product, Automation and Intelligence Engineering, partners customers on the trajectory towards increasing outcomes, relevance, and growth. Harnessing the power of Data and the forces that define and shape AI, Machine Learning and Data Science, we believe in institutionalizing go-to-market...