Sr. Workforce Manager, CXQO, Just Walk Out Technology
Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Säljverksamhet
I korthet
Amazon seeks a Sr. Workforce Manager for its Just Walk Out Technology team in Hyderabad. This role involves leading workforce planning for multiple regions, optimizing capacity plans, and improving work assignment logic. The ideal candidate will analyze data, manage performance indicators, and partner with various teams to ensure efficient operations and excellent customer experience.
Ansvarsområden
- Lead the Workforce planning team for multiple regions.
- Create best capacity plan for business by managing trade-offs between Customer Experience/Service Levels and Cost Effectiveness.
- Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints.
- Mitigate capacity risks by managing dependencies across multiple operating units.
- Partner with Operations, Capacity Planning and Finance teams to analyze historical data and work trends and provide workforce inputs.
- Manage the analyses of daily, weekly, and monthly reporting of regional performance via Key Performance Indicators.
- Support management to optimize staffing requirements.
- Manage Service Levels (SL) and provide recommended workflow options and directives to maintain acceptable SL.
- Fully leverage existing technology, including global standardization of reporting.
- Understand and communicates the department vision to team members, at the same time assess behaviors and coach direct reports in their role.
- Lead Projects to improve planning and execution efficiency and support worldwide network of business units, and operational centers.
- Identify/Implement workforce management tools and technology enablers that will improve operating accuracy and efficiency
- Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition) working with Capacity planning ensuring that all changes successfully inter-operate with existing operational processes.
- Coordinate with Operations, Capacity Planning, Technology and internal workflow teams to maintain and update plans.
- Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.
- Monitor performance by analyzing performance statistics; evaluating staffing schedules to match volume demand; evaluating potential productivity & quality standards; identifying and resolving problems; determining system and process improvements.
- Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations.
- Improve quality of reporting and work to streamline various data sources to drive consistent reporting.
- Promote process improvement and standardization of processes across all sites.
- Lead and participate in global projects and initiatives & own providing optimal solutions for upcoming initiatives.
- Proactively identify service improvement opportunities and ensure continuous improvement within Workforce Management across advisor scheduling, metric reporting and real-time delivery.
- Participate in global initiatives to cater to growing business needs
- Communicate and maintain vision, Leadership Principles and culture with the team
- Written and verbal communication up to senior leadership.
Krav
- Bachelor's degree in Finance, Accounting, Business, Engineering, or a related field
- Experience in management directly
- 5+ years of data interpretation and analysis to influence stakeholders experience
- 7+ years of with Excel experience
Önskade kvalifikationer
- Experience working with large-scale data mining and reporting tools (i.e. SQL, MS Power Query, Python)
- Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience managing teams who deliver on defined goals and timelines
- Experience with strong project management skills and the ability to thrive in a fast-paced environment
- Experience in a relevant industry working within technology teams
- Experience in managing and troubleshooting network, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience being responsible/leading large and complex negotiations
- Experience managing, analyzing and communicating results to senior leadership
Förmåner
- Inclusive culture empowers Amazonians to deliver the best results for our customers.
- Workplace accommodation or adjustment for individuals with disabilities during the application and hiring process, including support for interview or onboarding.
#Workforce Management#Capacity Planning#Customer Experience#Operations
Företag
Amazon
Publicerade jobb
för 1 månad sedan
Anställningstyp
Heltid
Arbetsform
På plats
Erfarenhetsnivå
Senior
Platser
Hyderabad, India
Kvalifikation
Kandidatexamen
Sökande
Ansök tidigt