Workforce Management Program Manager I

4 weeks ago

Hyderabad, Telangana, India Amazon Dev Center India - Hyderabad Full time

Job Summary

We are seeking a highly skilled Workforce Management Program Manager I to join our Amazon Account Health Support Workforce Management Team. The ideal candidate will possess experience in typical workforce management disciplines, including scheduling, RTA, and intermediate-level reporting skills. They will also have the ability to contribute new innovations and support proactive tactical workforce management responses to address service level challenges.

Key Responsibilities

  • Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments across all sites, languages, and markets.
  • Manages non-productive time request process and planning, ensuring activities are planned without impacting SLAs.
  • Responsible for the onboarding of new hires into scheduling system.
  • Reviews and processes schedule change requests.
  • Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills 24X7.
  • Leads weekly staffing review meetings detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks.
  • Scheduling, re-scheduling, schedule rollovers, and optimization of team meetings, one-on-ones, training, and various other off-phone activities.
  • Break optimizations as per site-specific legal guidelines.
  • Work with CASA (Aspect team) and Workforce PM Aspect onboarding into Account Health Support set up.
  • Post-launch, attending meetings in regular intervals with Aspect admin team for learnings, updates, call-outs, and implementations.

Basic Qualifications

  • 2+ years of WFM program or project management experience.
  • Experience in Contact Center Real Time queue management.
  • Working knowledge of Contact Center performance Metrics.

Preferred Qualifications

  • Knowledge of Lean principles and DMAIC methodology.
  • Experience in MS Excel, Access, and SQL.
  • Experience in requirement gathering and ability to write clear and detailed requirement documents.

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