WFM Administrator

3 weeks ago

Bengaluru, India ADCI - BLR 14 SEZ 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 Consumer Trust and Partner Support (CTPS) team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.We are looking for a Workforce Management (WFM) System Administrator to maintain our WFM back end/front end systems and tools. In addition, the WFM System Admin will partner closely with other teams to deliver mission critical initiatives, while devising solutions and tools that will benefit CTPS Operations. This role requires troubleshooting and problem-solving skills, and the ability to succeed in a fast-paced, technical environment. At the core of the position is high attention to detail, and delivering high quality results on time.Key job responsibilities- Responsible for the ongoing support, user training and maintenance of our global Workforce Management systems and tools.- Troubleshooting any issues with or enhancements to WFM Systems and coordinating with the applicable individuals to ensure the proper resolutions are met in a timely manner.- Evaluate and Advise partners to develop Forecast Groups, Staff Groups and Routing Sets to improve utilization and business efficiency.- Ensures the accuracy and timeliness of all data flowing to and from WFM systems.- Respond to reported issues, requests & inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements.- Setup user access to systems and/or services. Creates and updates profiles, permissions, and maintains user accounts.- Drafts and maintains internal communications policies and procedures.- Participate in cross-functional activities such as requirements gathering, review and user acceptance testing.- Works with internal IT support teams and vendor technical support, as needed.- 24-hour on-call support will require nights and weekends.- Occasional business travel and travel to other company facilities will be required.We are open to hiring candidates to work out of one of the following locations:Bangalore, KA, IND

BASIC QUALIFICATIONS

- 2+ years of program or project management experience- 1+ years of experience in a Workforce Management (WFM) position or 2+ years supporting WFM teams (Forecasting, Scheduling, Real Time Management) required- Ability to perform many concurrent assignments and determine the need for changing priorities- Commitment to customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment

PREFERRED QUALIFICATIONS

- Experience in requirement gathering and ability to write clear and detailed requirement document- Exceptional organizational skills and influencing and leadership skills- 2+ years experience in a Workforce Management Administrator position, or 5+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management), preferably with Aspect WFM- Oral and written communication skills are required in order to provide appropriate customer support and interaction- quantitative and analytical skills; experience with advanced use of Excel and using statistical analysis applications.- Speaking-listening-writing skills, attention to details, proactive self-starter- Proven ability to work in a dynamic, ambiguous environment- Experience with automatic contact routing, VoIP and any contact center case management tools.- Basic/Working knowledge of Six Sigma tools, Lean techniques, PMP or similar standards preferred.

  • Wfm Administrator

    2 hours ago

    Bengaluru, Karnataka, India ADCI - BLR 14 SEZ - F07 Full time

    2+ years of program or project management experience - 1+ years experience in a Workforce Management Administrator position, or 2+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management) - Ability to perform many concurrent assignments and determine the need for changing priorities - Commitment to customer experience, and a...

  • WFM Administrator

    21 hours ago

    Bengaluru, India ADCI - BLR 14 SEZ - F07 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 Selling Partner Services (SPS) team acts as...

  • WFM/RTM Manager, Amazon

    4 weeks ago

    Bengaluru, India ADCI - Karnataka 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. As an extension of this, Amazon encourages...

  • WFM/RTM Manager, Amazon

    4 weeks ago

    Bengaluru, India ADCI - Karnataka 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. As an extension of this, Amazon encourages...

  • Workforce Scheduler, Fraud and Abuse Prevention

    4 weeks ago

    Bengaluru, Karnataka, India ADCI - BLR 14 SEZ Full time

    2+ years’ experience in Contact Center support role required. - Demonstrated experience and success in WFM or Operations oriented projects in Contact Centers. - 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,...

  • Planning and Scheduling Analyst

    5 days ago

    Bengaluru, Karnataka, India timesjobs Full time

    Planning and Scheduling AnalystDate: May 3, 2024Location: Bangalore, KA, INCompany: NTT DATA ServicesBPO Planning and Scheduling Analyst/Grade 6 JD 3-5 yrs Contact Center/WFM Work ExperienceInforms management of Queue trends and service level issues.Develops and maintains accurate schedules for various call center lines of business to ensure best staffing...

  • Planning and Scheduling Analyst

    2 days ago

    Bengaluru/ Bangalore, India timesjobs Full time

    Planning and Scheduling AnalystDate: May 3, 2024Location: Bangalore, KA, INCompany: NTT DATA ServicesBPO Planning and Scheduling Analyst/Grade 6 JD (31315206)3-5 yrs Contact Center/WFM Work ExperienceInforms management of Queue trends and service level issues.Develops and maintains accurate schedules for various call center lines of business to ensure best...

  • IVR Engineer

    4 weeks ago

    Bengaluru, India Holiday Inn Club Vacations Full time

    At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities...

  • Engineer

    1 week ago

    Bengaluru, India Holiday Inn Club Vacations Full time

    At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities...

  • IVR Engineer

    1 month ago

    Bengaluru, India Holiday Inn Club Vacations Full time

    At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities...

  • IVR Engineer

    1 month ago

    Bengaluru, India Holiday Inn Club Vacations Full time

    At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities...

  • IVR Engineer

    1 month ago

    Bengaluru, India Holiday Inn Club Vacations Full time

    At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities...

  • IVR Engineer

    1 month ago

    Bengaluru, India Holiday Inn Club Vacations Full time

    At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts, and guest love. That’s why we need individuals who are passionate in life and bring those qualities...

  • Voice Engineer

    1 month ago

    Bengaluru, India PhonePe Full time

    About PhonePe Group:PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as...

  • Product Support Engineer

    1 month ago

    Bengaluru, India Verint Full time

    General Description / Overview of Role The purpose of this role is to implement the WFO product suite at contact centers, coordinating all phases of projects with the project manager. This includes site discovery and preparation, implementation and configuration, site design and user acceptance testing. The role also includes advanced project related...

  • Voice Engineer

    2 months ago

    Bengaluru, India PhonePe Full time

    About PhonePe Group:  PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and...

  • Aws Solution Architect

    1 month ago

    Bengaluru, India NeuraFlash Full time

    **About NeuraFlash**: We are a leading AI and Consulting Partner of Amazon & Salesforce obsessed with helping our customers transform their contact centers with AI Powered Experiences. Our expertise spans across the Amazon ecosystem with Amazon Connect, Lex & Contact Lens and Salesforce ecosystem with Service Cloud Voice, Einstein Bots and Digital Channels,...

  • Lead Consultant – Genesys

    2 weeks ago

    Bengaluru, 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, 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 meaningful...

  • Operations Manager II

    5 days ago

    Bengaluru, India Concentrix Full time

    Description Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. Essential Functions/Core...

  • Associate Solution Architect

    1 month ago

    Bengaluru, India NeuraFlash Full time

    **About NeuraFlash**: We are a leading AI and Consulting Partner of Amazon & Salesforce obsessed with helping our customers transform their contact centers with AI Powered Experiences. Our expertise spans across the Amazon ecosystem with Amazon Connect, Lex & Contact Lens and Salesforce ecosystem with Service Cloud Voice, Einstein Bots and Digital Channels,...