WFM Manager, Workflow

3 weeks ago

Hyderabad, India ADCI HYD 20 SEZ Full time
Overview: AMAZON
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. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.

Summary of Responsibilities
AP CS Workflow team is searching for a passionate and talented Workflow Manager. They are responsible for driving efficiency related initiatives/goals at the site and responsible for initiating best practice sharing at a global level. Manage workflow, handles escalations, proactively engage resources to address issues and effectively delegate workload across the teams. Solves complex problems and proactively heads off negative service trends. Identifies root causes to improve accuracy, and productivity. Establish mechanisms to fix the issues. They will experience a wide range of problem-solving situations, ranging from short term, transactional to strategic to decisions requiring use of data collection and analysis. The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills. This is an exciting opportunity for those who enjoy problem solving and managing scale. The successful candidate will possess strong initiative, quantitative skills, and the ability to lead and grow talented people. They will be participating / leading regional and global initiatives.

Key job responsibilities
This person would be responsible for managing the team that executes to short/long term capacity plans by aligning actual staffing to forecasted requirement. He/she will be leading a team of analyst who will be responsible for their performance in ensuring staffing accuracy in the internal network for service level delivery. Strong initiative, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow top-notch people. The successful candidate will:
· Work in lock-step with CS Operations, Capacity planning and Finance teams
· Coordinate with Operations, HR, Recruitment, Training and Facilities to execute short term and long term capacity movements
· Mitigate capacity risks
· Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
· Manage a team of Analysts

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

Bangalore, KA, IND | Hyderabad, TS, IND

BASIC QUALIFICATIONS

Basic qualifications required
· Bachelor’s Degree
· Overall workflow experience of 8- 10 years along with 4-5 years of people management experience
· Should have sound knowledge of workflow concepts, excellent analytical and mathematical skills
· Advance expertise in Microsoft Excel
· Ability to stay focused and keeps up with our continuous and fast-paced growth
· Innovative and creative in finding solutions/ designing improved methods, systems and processes
· Ability to deflect decisions with data points, foresee potential issues, and advocate relentlessly for improvement
· Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment
· Strong interpersonal skills, including the written and oral communication skills necessary to build relationships with both internal and external stakeholders and positively influence decision making.
· Ability to meet deadlines while managing multiple projects.
· Flexibility to work in 24*7 environment

PREFERRED QUALIFICATIONS

Preferred Skills
· Experience with the Workforce Management tools
· Have lead initiatives at global level
· Experience in managing programs/processes in high-volume, scalable environments
· Ability to handle business continuity plans
· Ability to work in a global environment and interact with global stakeholders.
· A history of teamwork and willingness to roll up one’s sleeves to get the job done

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