WFM Program Manager

2 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·

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)

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