Workforce Management Expert
3 weeks ago
At myGwork, an inclusive employer and a member of the largest global LGBTQ+ business community, we are seeking an experienced Workforce PM I to join our Amazon Account Health Support Workforce Management Team.
We are passionate about delivering exceptional customer experiences, and we need someone who shares this vision. As a Workforce PM I, you will play a critical role in managing contacts across a network of contact centers, driving innovation, and contributing to our team's success.
The ideal candidate will possess experience in workforce management disciplines such as scheduling, Real-Time Analytics (RTA), intermediate-level reporting skills, and optimizing manpower in contact center environments. You will also support proactive tactical workforce management responses to address service level challenges.
This role offers 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). You will be responsible for developing schedules that effectively deliver staffing levels that consistently achieve service level commitments across all sites/languages/markets.
Your key responsibilities will include:
- Managing non-productive time request processes and planning to ensure activities are planned without impacting Service Level Agreements (SLAs).
- Onboarding new hires into the scheduling system.
- Reviewing and processing schedule change requests.
- Performing ongoing analysis of current staffing and efficiencies compared to current staffing requirements to ensure proper staffing in all skills 24/7.
- Leading weekly staffing review meetings detailing previous and current week's performance and forecasted performance of the remainder of the current week and next week, while 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.
- Working with CASA (NICE team) and Workforce PM NICE onboarding into Account Health Support setup.
- Post-launch, attending meetings in regular intervals with NICE admin teams for learnings, updates, call-outs, and implementations.
To succeed in this role, you will need:
- A minimum of 2+ years of WFM program or project management experience.
- Experience in Contact Center Real-Time queue management.
- Working knowledge of Contact Center performance metrics.
Bonus points if you have:
- 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 documents.
We offer a competitive salary of $85,000 - $110,000 per year, depending on your experience and qualifications. Our inclusive culture empowers employees to deliver their best results for our customers. If you have a disability and need workplace accommodations or adjustments during the application and hiring process, please visit our website for more information.
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