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 - Experience with scheduling system tools such as CSSM or Amazon Vibe - 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
Job summary
Our WFM Management team is looking for an enthusiastic WFM Manager who is passionate about learning new processes, reporting, analytics and process improvement.
Key job responsibilities
- Lead and manage a team of Real Time Analysts & Workforce Analysts across sites and regions, providing ongoing development and management of your team
- Create the optimal capacity plan/strategy for the business by managing trade-offs between customer experience/service levels, employee experience, and cost efficiency
- Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of KPIs
- 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 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
- Fully leverage existing technology, including global standardization of reporting
- Challenge existing processes looking towards optimization and implementing effective improvements
- Hire, develop and retain the human talent required to work in an analytical, demanding and ambiguous environment
- 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