WFM Manager II, Program Mgmt, Fraud Prevention

1 week ago

Bengaluru, Karnataka, India Amazon Full time ₹ 9,00,000 - ₹ 12,00,000 per year
DESCRIPTION

Key job responsibilities
  • Supports the site management team by optimizing the staffing requirements for the site's needs.
  • Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur.
  • Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team.
  • Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site.
  • Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service levels).
  • Builds a good relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding the best workflow management practices.
  • Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at the site.
  • Manage the career growth and development of the Workflow Analysts by driving focus on Amazon's Core Values.
  • Lead various projects for WFM and Ops which has direct impact on cost, SLA and SX.
  • Primary responsibility for owning end to end Service level delivery and Headcount utilization
  • Lead Weekly/Monthly/Quarterly Business Reviews from RTM, Scheduling and Productivity standpoint.
About the team
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