DESCRIPTION

Job summary
Join Amazon’s HR team and help make a difference for all Amazonians! We are currently looking for a Workforce Manager to join our team.

At Amazon, we’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. We are looking for an exceptional analytical person who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Workforce Manager. The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives. The ideal candidate will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

Key job responsibilities
• Create the optimal capacity plan/strategy for the business by managing trade-offs between customer experience/service levels, employee experience, and cost efficiency
• Manage stakeholders’ expectations and build excellent communication with internal customers at a global level
• Mitigate capacity risks by managing dependencies across multiple operating units and markets across different countries
• Coordinate with Operations, Capacity Planning and Finance teams to analyze historical data and forecast demand and proper staffing needs
• Manage the analyses of daily, weekly, and monthly reporting of contact center performance
• Support local site management to optimize staffing requirements
• Manage SLA’s of Phone/Chat/Email/Ticket/Cases/Voicemails routing and monitoring systems and provide recommended workforce options and directives to maintain acceptable SLA and productivity
• Fully leverage existing technology, including global standardization of reporting
• Challenge existing processes looking towards optimization and implementing effective improvements
• Manage and establish WFM team
• Hire, develop and retain the human talent required to work in an analytical, demanding and ambiguous environment

BASIC QUALIFICATIONS

• BS Degree in a quantitative field (engineering, economics, math, stats)
• Currently in an L5 position in Amazon
• 2+ years’ experience as people manager
• 2+ years’ experience in Workforce management
• 2+ years’ experience in data analysis and reporting
• Understanding of staffing plan models and WFM metrics
• Understanding of the CSSM and other WFM tools
• Experience in building and analyzing models using various statistical tools for forecasting and optimization
• Excellent communication and negotiation skills
• Experience managing teams with analytical profiles
• Proficient in Microsoft Excel

PREFERRED QUALIFICATIONS

• Complete understanding of Amazon Connect
• Proficient in SQL
• MBA Degree
• Data Analysis experience in Customer Service or Operations
• Statistical programming experience using R or Python
• Knowledge of Six Sigma/Lean Processes
• Experience in developing reports and dashboards using QuickSight, OBIEE, Tableau or other reporting platforms