Workforce Manager, Buyer Abuse – Job ID: 2161416 | Amazon Dev Center India – Hyd – IN, KA, Bangalore

Amazon

  • Full Time

DESCRIPTION

Job summary
As Workforce Manager, Buyer Abuse you will be responsible to lead a team of workflow analysts [RTAs] to drive service levels and Site Operational metrics.
You will play a direct role towards cost reductions through productivity improvement, as well as identify opportunities to stream-line existing processes and eliminate waste.

Key job responsibilities
Workflow Manager Key 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 strong 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

BASIC QUALIFICATIONS

Overall 5+ years of experience in WFM is a must
Should have excellent dive deep, reporting and communication skills
Should be well versed in excel, [SQL/Data mining are pluses to the role]
Ability to communicate effectively (verbally and written)
Added exposure to capacity planning is a plus

PREFERRED QUALIFICATIONS

MBA preferred
Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent
Previous experience owning the scheduling of engineersagents in a customer support environment

Job Overview