WFM System Administrator

2 weeks ago

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

WFM Administrator

About the Role

We are seeking a highly skilled WFM Administrator to join our team at Amazon Development Centre (India) Private Limited - H84. The successful candidate will be responsible for maintaining our WFM back end/front end systems and tools, partnering closely with other teams to deliver mission-critical initiatives, and devising solutions that will benefit SPS Operations.

Key Responsibilities

  • Responsible for the ongoing support, user training, and maintenance of our global Workforce Management systems and tools.
  • Troubleshooting any issues with or enhancements to WFM Systems and coordinating 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.
  • Ensures 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. Creates and updates profiles, permissions, and maintains 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.
About Amazon Development Centre (India) Private Limited - H84

Amazon Development Centre (India) Private Limited - H84 is a leading provider of technology and business solutions. We are committed to delivering innovative and high-quality solutions that meet the needs of our customers.

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