WFM Systems Administrator
2 weeks ago
About the Role
We are seeking a highly skilled WFM Systems Administrator to join our team at Amazon Development Centre (India) Private Limited - H84. As a WFM Systems Administrator, you will be responsible for maintaining our global Workforce Management systems and tools, ensuring their accuracy and timeliness, and providing high-quality support to our users.
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 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.
Required 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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