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Workforce Management System Administrator

1 month ago

Hyderabad, Telangana, India Amazon Development Centre (India) Private Limited - H84 Full time
Job Title: Workforce Management System Administrator

Amazon Development Centre (India) Private Limited - H84 is seeking a highly skilled Workforce Management System Administrator to join our team. As a key member of our organization, you will be responsible for maintaining our global Workforce Management systems and tools, ensuring seamless operations and high-quality results.

Key Responsibilities:
  • Support and maintain global Workforce Management systems and tools, ensuring timely and accurate data flow.
  • Troubleshoot issues and coordinate with teams to resolve problems efficiently.
  • Evaluate and advise on Forecast Groups, Staff Groups, and Routing Sets to improve utilization and business efficiency.
  • Ensure data accuracy and timeliness in Workforce Management systems.
  • Respond to technical and functional issues, suggesting or deploying fixes and enhancements.
  • Setup user access to systems and services, creating and updating profiles, permissions, and user accounts.
  • Draft and maintain internal communications policies and procedures.
  • Participate in cross-functional activities, such as requirements gathering, review, and user acceptance testing.
  • Collaborate with internal IT support teams and vendor technical support, as needed.
  • Provide on-call support, including nights and weekends.
  • Occasional business travel and travel to other company facilities may be required.
Requirements:
  • 2+ years of program or project management experience.
  • 1+ years of experience in a Workforce Management Administrator position or 2+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management).
  • Ability to perform multiple 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 documents.
  • Exceptional organizational skills and influencing and leadership skills.
  • 2+ years of experience in a Workforce Management Administrator position or 3+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management).
  • Oral and written communication skills to provide customer support and interaction.
  • Quantitative and analytical skills, experience with advanced use of Excel, and 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 contact center case management tools.
  • Basic/Working knowledge of Six Sigma tools, Lean techniques, PMP, or similar standards.