Workforce Management Specialist
3 weeks ago
We are seeking a skilled Workforce Management (WFM) Program Manager I to join our Amazon Account Health Support team. The ideal candidate will possess experience in typical WFM disciplines, including scheduling, Real-Time Analytics (RTA), and intermediate-level reporting skills.
About the RoleIn this role, you will be responsible for developing schedules that effectively deliver staffing levels to achieve service level commitments across all sites, languages, and markets. You will also manage non-productive time request processes and planning, ensuring activities are planned without impacting Service Level Agreements (SLAs).
- Develops schedules that consistently meet or exceed service level targets.
- Manages non-productive time requests and planning to minimize impact on SLAs.
- Responsible for the onboarding of new hires into our scheduling system.
- Reviews and processes schedule change requests.
To succeed in this role, you should have:
- At least 2 years of WFM program or project management experience.
- Experience in Contact Center Real-Time queue management.
- Working knowledge of Contact Center performance metrics.
Ambitious candidates may also have:
- Knowledge of Lean principles and DMAIC methodology.
- Experience in MS Excel, Access, and SQL.
$80,000 - $110,000 per year, depending on location and experience.
Amazon is an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. We strive to create a workplace where everyone can thrive. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
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