WFM/RTM Manager, Amazon

2 weeks ago


Bengaluru, India ADCI - Karnataka 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. As an extension of this, Amazon encourages vendors to offer products to Amazon customers through various forms of advertising. The advertising ops team in Bangalore has the onus to ensure that advertising bar is maintained at the highest standard across Amazon websites. We work on various ad programs covering International Amazon marketplaces.

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright and intelligence driven people. The ideal candidate is expected to operate with significant autonomy and discretion, influences internal & external teams. He/She will possess leadership experience in the workforce management domain with respect to best in class real-time mechanisms, intermediate level reporting skills, optimizing manpower in contact center environments. and lead a high performing team across the globe. The individual must be capable to support and own proactive tactical & strategic workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention.

We expect you to:
- Lead projects to define and align Operations support teams to deliver on capacity plan
- Identify/Implement capacity planning and management tools and technology enablers that will improve operating accuracy and efficiency
- Coordinate with Operations, Capacity Planning, Finance, and local site workflow teams to maintain and update staffing plans.
- Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.
- Lead Projects to improve planning efficiency and support worldwide network of business units, and operational centers.
- Monitor performance by analyzing performance statistics and financial results; evaluating staffing schedules to match contact volumes; evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements.
- Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations
- Promote process improvement and standardization of processes across all operational sites in the network.

We are open to hiring candidates to work out of one of the following locations:

Bangalore, KA, IND

BASIC QUALIFICATIONS

6+ years’ experience in WFM and/or Capacity Planning - Contact Center support role required.
Demonstrated experience and success in Cap Planning oriented projects in Contact Centers.
Demonstrated experience managing HC and long term capacity decisions in multi-channel global contact center environments including phone, email and chat.
Analytical and solid communications skills are essential to be successful in this role
Advanced skills using Microsoft Excel in a business environment
Speaking-listening-writing skills, attention to details, proactive self-starter.

PREFERRED QUALIFICATIONS

Post graduate degree in Business Administration or related field
Proven experience utilizing SQL, Microsoft Excel and dealing with large sets of data
Proven working knowledge of Six Sigma tools and Lean techniques
Advanced forecast modeling techniques including safety stock optimization and sensitivity analysis

  • Bengaluru, India ADCI - Karnataka 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. As an extension of this, Amazon encourages...

  • WFM Administrator

    5 days ago


    Bengaluru, India ADCI - BLR 14 SEZ 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 Consumer Trust and Partner Support (CTPS)...

  • Manager, WFM

    4 weeks ago


    Bengaluru, India Concentrix Full time

    Description Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. Role and Key Responsibilities: Monitor and...

  • Assistant Manager-WFM

    4 weeks ago


    Bengaluru, India Flipkart Full time

    Assistant Manager-WFM About the team: The CX WFM team manages more than 10 mn customers transactions every month and responsible for generating demand projections and managing multiple outsourcing partner to ensure the right headcount is available at the right time. The team ensures a balance between planned cost, actual cost and experience. You...


  • Bengaluru, India Amazon Full time

    Description At Amazon we develop devices to enrich our customers’ daily lives through features and services that entertain, inform, and make everyday tasks easier. We continually innovate on behalf of customers, and we pursue the invention and sales of new and engaging devices and services that customers around the world love. We make our devices easily...


  • Bengaluru, India Hiresquad Resources Full time

    WFM Manager RTALeading BPO in BangaloreMust be Team Manager on papersHandled Team of RTAsUS ShiftsCTC UPTO 15LPAExperience 8+YearsImmediate joiners//Lesser notice preferredExperience Experience leading Workforce Management teams supporting operations at significant scale hiring and developing great people, and establishing a collaborative and positive...

  • Supervisor, Wfm

    7 days ago


    Bengaluru, Karnataka, India Webhelp Full time

    **Workforce Management (WFM)** **Location** - Bangalore, India*** Job Title: Supervisor, WFM **Job Description**: Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and...


  • Bengaluru, India Amazon Full time

    Description Amazon Pay is growing its offline payments operations aggressively in India. In this context, we are looking for an Business Development Manager who will help large offline organized retailers to grow their business with Amazon Pay. As Manager, Business Development with Amazon Pay, you will lead a team managing National/Regional offline brands...


  • Bengaluru, India Amazon Full time

    DESCRIPTIONAmazon Pay is the fintech arm of Amazon. We are growing our offline payments operations aggressively in India. In this context, we are looking for an Business Development Manager who will help large offline organized retailers to grow their business with Amazon Pay. As Manager, Business Development with Amazon Pay, you will lead a team managing...

  • Executive - Rtm

    7 days ago


    Bengaluru, India Hindustan Coca-Cola Beverages Full time

    **JOB DESCRIPTION** - Job Description**Objective**:Ensuring smooth and timely delivery of orders to all its customers and maintaining 90% fill rates. **Title**:Executive - RTM & Capabilities **Function**:Commercial **Work Location: Bangalore** **Area of Scope - Karnataka & Kerala** - Job Responsibilities- Initiating, Training, and managing the DMS...

  • Executive - Rtm

    7 days ago


    Bengaluru, India Hindustan Coco-Cola Beverages Full time

    **JOB DESCRIPTION** - Job Description**Objective**:Ensuring smooth and timely delivery of orders to all its customers and maintaining 90% fill rates. **Title**:Executive - RTM & Capabilities **Function**:Commercial **Work Location: Bangalore** **Area of Scope - Karnataka & Kerala** - Job Responsibilities- Initiating, Training, and managing the DMS...


  • Bengaluru, India Amazon Pay (India) Private Limited Full time

    The successful Category Manager (CM) will lead Transit payments – the fastest growing portfolio within bill payments. This portfolio will specifically include Amazon Pay co-branded Fastags, Metro Recharges & QR ticketing and other new-age use-cases.The CM at Amazon will have end to end responsibility of the customer experience and growth of the categories....


  • Bengaluru, India Amazon Full time

    Description About the Role: As a SBS – Assistant Brand Manager, you will focus on delivering 5 core focus areas for the brand: Selection, demand generation, catalogue quality, business advice and availability. The person who joins the team in this position must share our passion and commitment for serving our customers. This ideal candidate...

  • Wfm Capacity Planner

    4 weeks ago


    Bengaluru, India IBM Full time

    Introduction At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most...


  • Bengaluru, India Amazon Pay (India) Private Limited Full time

    The successful Category Manager (CM) will lead Financial Services payments – the fastest growing portfolio within bill payments and the largest size in terms of value. This portfolio will specifically include Credit Card bill payments, Insurance Premium Payments and other new-age use-cases.The CM at Amazon will have end to end responsibility of the...


  • Bengaluru, India Flipkart Full time

    Manager-WFM- Commercial You are Responsible for To work closely with OSPs and Fk Partner Management and develop the process of Monthly Billing workings, Partner invoicing, Payments end to-end. Work on required documentation/ system flows in the Fk system for processing the payouts. Ensure Monthly accruals on Billing are provided to Finance team...


  • Bengaluru, India Amazon Pay (India) Private Limited Full time

    This role is part of the rekindle returnship programNote : For more details on rekindle program, pls visit - Amazon Pay is looking for a Performance Marketing Manager to join an exciting, mission—driven team. As part of this team, you will be able to build a growth marketing program from the ground up.You’re an experienced marketing professional who...


  • Bengaluru, India Amazon Pay (India) Private Limited Full time

    This role entails Social media management for Amazon Pay, producing key insights across industry and managing end to end operations for NPS, you will also closely work with external vendors to drive some of the key projects.Key job responsibilitiesHow can you tell if your customers are happy with your product? What drives customer loyalty and happiness?...


  • Bengaluru, India Amazon Pay (India) Private Limited Full time

    The successful Senior Category Manager will lead Financial Services and Transit payments – the fastest growing portfolio within bill payments and the largest size in terms of value. This portfolio will specifically include Credit Card bill payments, Insurance Premium Payments, Metro & Fastag recharges.The Sr.CM at Amazon will have end to end responsibility...


  • Bengaluru, India ADCI - BLR 14 SEZ 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 Consumer Trust and Partner Support (CTPS)...