Workforce Planning and Operations Specialist

3 days ago


Hyderabad, Telangana, India myGwork Full time

Looking for a challenging role in workforce management? Amazon's Workforce Solutions team is seeking an experienced professional to join our Global Command Center (GCC) as a Workforce Planning and Operations Specialist.

About the Role

We are responsible for real-time service level management, occupancy management, and incident management to mitigate risk to candidate experience. With a focus on continuous improvement, we drive multiple projects aimed at standardization & automation of real-time management processes.

Your Key Responsibilities

  • Real-time monitoring of all network skills: SL, Volume Offered/Incoming/Handled vs. STF/Commit, Outsourcing %, age and size of email backlogs, missed contacts, calls in queue, wait time.
  • Emergency message posting.
  • Priority queue (PQ) / Visibility Threshold (VT) / Preserve Avail (PA) setup based on SL and occupancy performance.
  • NPT cancellations if required, drive OT requests.
  • Occupancy Management (including VTO decisions, NPT approvals).
  • Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams.
  • Intraday Reporting (including callouts).
  • Write root case analysis (RCA) of any service failure.
  • Maintain constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.
  • Identify irregularities that affect SL and candidate experience, notify the stakeholders and advise them on the required mitigation actions, such as moving flex capacity or minimizing agent non-productive time.
  • Thorough understanding of queues / routing profile and perform skill blending and profile modification whenever required.
  • Review existing SOP's and preparing new SOP's to document the learnings from each incident and daily event.
  • Effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.

Requirements

  • 6+ months of human resources experience.
  • 6+ months of customer service experience.
  • 6+ months of Microsoft Office products and applications experience.
  • High school or equivalent.
  • Experience in confidential environments.

Bonus Requirements

  • 1+ years of human resources experience.
  • 1+ years of customer service experience.
  • 1+ years of Microsoft Office products and applications experience.

Salary: $65,000 - $85,000 per annum, depending on location and experience.



  • Hyderabad, Telangana, India myGwork Full time

    This role is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.Please do not contact the recruiter directly.Job OverviewWe are looking for a motivated individual to join our Workforce Solutions team as a GCC Specialist. As a key member of our organization, you will play a critical...


  • Hyderabad, Telangana, India Tech Mahindra Full time

    At Tech Mahindra, we are looking for a highly skilled Workforce Management Operations Lead to join our team. As a key member of our operations department, you will be responsible for leading the workforce management function and ensuring that our client's needs are met.Key Responsibilities:Lead the planning, scheduling, forecasting, and real-time management...


  • Hyderabad, Telangana, India myGwork Full time

    Job Title: Workforce Management SpecialistWe 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...


  • Hyderabad, Telangana, India myGwork Full time

    This role is an exciting opportunity to work with myGwork, a leading employer and member of the LGBTQ+ business community. We are seeking a highly skilled Good Workforce Management (WFM) Program Manager I who is passionate about their work and has experience in managing contacts across a network of contact centers.The ideal candidate will have a strong...


  • Hyderabad, Telangana, India myGwork Full time

    At myGwork, we strive to be an inclusive employer and a member of the largest global LGBTQ+ business community platform. This role is an exciting opportunity for a motivated individual with a Workforce Management background to join our team.SalaryWe are offering a competitive salary range of $80,000 - $110,000 per annum, depending on experience.Job...


  • Hyderabad, Telangana, India Renous Extenserve Private Limited Full time

    About the JobThis is an exciting opportunity to join Renous Extenserve Private Limited as a Regional Talent Acquisition and Staffing Manager. As a key member of our team, you will be responsible for overseeing and enhancing staffing strategies across your assigned region, driving business growth through talent acquisition and retention...


  • Hyderabad, Telangana, India myGwork Full time

    Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience Amazon.com continues to grow and evolve as a world-class e-commerce platform.The Seller Support team acts as the primary...


  • Hyderabad, Telangana, India myGwork Full time

    We are a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.Job OverviewThis job is with Amazon, an inclusive employer. We harness cutting-edge machine learning and forecasting technologies to revolutionize supply-demand matching across diverse workforce planning sectors.Key...


  • Hyderabad, Telangana, India Evernorth Health Services Full time

    About Evernorth Health Services:We are a leading healthcare company creating innovative solutions to improve health and increase vitality. Our team relentlessly innovates to make the prediction, prevention, and treatment of illness and disease more accessible to millions.Job Title: Strategic Workforce AnalystKey Responsibilities:Workforce Planning: Generate...


  • Hyderabad, Telangana, India Evernorth Health Services Full time

    About EvernorthEvernorth Health Services, a division of The Cigna Group (NYSE: CI), specializes in creating cutting-edge pharmacy, care, and benefits solutions to enhance health outcomes and vitality. We continuously innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions.Role OverviewThe Intradiem...


  • Hyderabad, Telangana, India myGwork Full time

    Company OverviewAmazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community, is seeking a motivated individual to join its workforce.Job DescriptionWe are looking for someone with a passion for customers, exceptional communication skills, and a logical mindset with a supreme attention to detail. As...


  • Hyderabad, Telangana, India myGwork Full time

    Job Description:At myGwork, we're committed to creating an inclusive environment where people can thrive. As a Global Workforce Management Systems Specialist, you'll play a crucial role in maintaining our WFM back end/front end systems and tools. Your expertise will help deliver mission-critical initiatives while devising innovative solutions that benefit...


  • Hyderabad, Telangana, India myGwork Full time

    **Job Summary:**We are seeking an experienced Workforce Management Specialist to join our Amazon Seller Support team in a Real-Time Adherence Analyst role. This position requires a highly analytical individual with a strong background in workforce management, scheduling, and data analysis.This is an exciting opportunity for a motivated professional who can...


  • Hyderabad, Telangana, India Tech Mahindra Full time

    Job OverviewTech Mahindra is seeking a highly skilled Workforce Management Analyst to join our team. As a key member of our organization, you will play a vital role in optimizing our workforce management processes.ResponsibilitiesData Analysis - Utilize strong analytical skills to analyze data and identify trends and areas for improvement.Process Improvement...


  • Hyderabad, Telangana, India myGwork Full time

    Discover a challenging role at myGwork, an inclusive employer and member of the global LGBTQ+ business community. This job posting is intended to be direct to Amazon's application process.We are seeking a seasoned Workforce Management Program Manager I who excels in managing contact center operations across a network. As a key contributor to the Amazon Audit...


  • Hyderabad, Telangana, India People Tech Group Inc Full time

    Are you an expert in Kronos Workforce Central and Workforce Dimensions? Do you have a passion for delivering top-notch solutions to organizations seeking to optimize their workforce management processes?We are seeking a seasoned Kronos Integration Consultant to join our team at People Tech Group Inc. As a key member of our implementation team, you will be...


  • Hyderabad, Telangana, India myGwork Full time

    This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.We are seeking an exceptional Workforce Management (WFM) Program Manager I who is passionate about their work and has a deep understanding of managing contacts across a network...


  • Hyderabad, Telangana, India myGwork Full time

    Job Description:This role requires a highly skilled Workforce Management (WFM) System Administrator to maintain the WFM back end/front end systems and tools. The ideal candidate will partner closely with other teams to deliver mission critical initiatives, devise solutions and tools that benefit SPS Operations, and provide world-class support to Merchants...


  • 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...


  • Hyderabad, Telangana, India myGwork Full time

    Job Overview">This role is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.">At Amazon, we're passionate about delivering innovative solutions to our customers. As a GCC Analyst, you will play a key role in optimizing workforce...