Workforce Management Expert

3 weeks ago


Hyderabad, Telangana, India myGwork Full time

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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