Workforce Management System Administrator

3 weeks ago

Hyderabad, Telangana, India Amazon Development Centre (India) Private Limited - H84 Full time

About the Role

We are seeking a highly skilled Workforce Management System Administrator to join our Amazon Development Centre (India) Private Limited team. As a WFM System Administrator, you will be responsible for maintaining our global Workforce Management systems and tools, ensuring the accuracy and timeliness of all data flowing to and from WFM systems, and providing on-call support.

Key Responsibilities

  • Responsible for the ongoing support, user training, and maintenance of our global Workforce Management systems and tools.
  • Troubleshoot any issues with or enhancements to WFM Systems and coordinate with the applicable individuals to ensure the proper resolutions are met in a timely manner.
  • Evaluate and advise partners to develop Forecast Groups, Staff Groups, and Routing Sets to improve utilization and business efficiency.
  • Ensure the accuracy and timeliness of all data flowing to and from WFM systems.
  • Respond to reported issues, requests, and inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements.
  • Setup user access to systems and/or services. Create and update profiles, permissions, and maintain user accounts.
  • Drafts and maintains internal communications policies and procedures.
  • Participate in cross-functional activities such as requirements gathering, review, and user acceptance testing.
  • Works with internal IT support teams and vendor technical support, as needed.
  • Provide on-call support which will require some nights and weekends.
  • Occasional business travel and travel to other company facilities will be required.

Basic Qualifications

  • 2+ years of program or project management experience
  • 1+ years experience in a Workforce Management Administrator position, or 2+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management)
  • Ability to perform many 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 document
  • Exceptional organizational skills and influencing and leadership skills
  • 2+ years 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 are required in order to provide appropriate customer support and interaction
  • Quantitative and analytical skills; experience with advanced use of Excel and using 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 any contact center case management tools.
  • Basic/Working knowledge of Six Sigma tools, Lean techniques, PMP or similar standards preferred.

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