Workforce Pm I, Ahs Wfm

3 weeks 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 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.

Hyderabad, TS, IND
- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Excel, Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document


  • WFM Program Manager

    2 months 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...

  • WFM Program Manager

    3 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...

  • 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...

  • WFM Program Manager

    2 months 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...


  • 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, 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...


  • 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...


  • 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...


  • 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...


  • 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...


  • Hyderabad, India Covi-Sense Full time

    **Role Description**: We are looking for a seasoned Workforce planning and scheduling Ninja. Are you a wiz at calculating occupancy, shrinkage, Attrition, AHT, and resource utilization and building actionable intel for your business? Role and Responsibility: - Should have solid understanding of WFM fundamentals including capacity planning, Forecasting,...

  • Lead Analyst, WFM

    2 months 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 refine and...

  • Lead Analyst, WFM

    4 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 refine and...

  • WFM Program Manager

    2 weeks 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...


  • Hyderabad, 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...


  • 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, 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...


  • Hyderabad, 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...


  • 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...

  • WFM Program Manager

    6 days ago


    Hyderabad, India Amazon Dev Center India - Hyderabad 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...