Amazon - Manager - Workforce Management

- Monitors and tracks capacity, productivity performance and changing volume trends while being cognizant of service objectives.

- Monitor and communicate out site performance by analyzing skill and OU performance with respect to service levels, volumes and productivity.

- Plan and create staffing schedules to match contact volumes and contact inflow patterns; while factoring in productivity and capacity constraints

- Drive Real time adherence on floor and engage with OU leaders

- Manage RTA team for Multi locations

- Coordinate with Operations, Capacity Planning, Finance teams to maintain and update plans

- Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations to ensure that site execution is in line with the plans

- Mentor and guide workflow analyst to support and develop them

- Tracks change of status (terminations, new hires, transfers) for production and support functions in the business, compares to plan and adjusts the plan accordingly to ensure proper handling of contacts according to financial and business objectives that have been established.

- Partners with business to understand volume drivers, channel mix shifts and/or discuss appropriate assumptions used in monthly/quarterly forecast process.

- Plans and monitors the contact volumes by LOB/Queue to ensure that the Business meets their objectives for managing customer contacts.

- Creates and develops standard volume forecast, including tracking actual and interfacing with Finance and reporting teams when data gaps occur or questions arise.

- Develops outsource partner monthly interlocks to ensure capacity is adjusted to meet monthly call trends and business changes.

- Provides guidance to business initiatives and validates business assumptions to enhance customer support capabilities or reduce costs.

- Provides analytical support surrounding business impact associated with initiatives and network changes.

- Analyzes and attempts to resolve issues that may impact the business- ability to manage call volume.

- Trends and analyzes data related to demand and/or capacity planning.

- Ability to interface with remote business partners and support organizations

- Reporting on incoming contact/case volumes versus plan and service level performance at regular intraday intervals. Highlight reasons for under / over performance and take actions to improve performance

- Support the production and communication of service level action plans

- Monitoring actual staffing levels against plan, taking the relevant corrective actions as required

- Deep dive into massive data sets to answer key business questions using MS Excel, Oracle SQL, and other data manipulation languages- Monitors and tracks capacity, productivity performance and changing volume trends while being cognizant of service objectives.

- Monitor and communicate out site performance by analyzing skill and OU performance with respect to service levels, volumes and productivity.

- Plan and create staffing schedules to match contact volumes and contact inflow patterns; while factoring in productivity and capacity constraints

- Drive Real time adherence on floor

- Coordinate with Operations, Capacity Planning, Finance teams to maintain and update plans

- Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations to ensure that site execution is in line with the plans

- Mentor and guide workflow analyst to support and develop them

- Acts as a coordinator and facilitator for business in weekly headcount and capacity meetings, confirming hiring plans, actual headcount, reviewing current and future capacity, risk to business, upcoming events and program/pilot launches and ensures that actions are taken that result in managing to the published hiring plans.

- Tracks change of status (terminations, new hires, transfers) for production and support functions in the business, compares to plan and adjusts the plan accordingly to ensure proper handling of contacts according to financial and business objectives that have been established.

- Partners with business to understand volume drivers, channel mix shifts and/or discuss appropriate assumptions used in monthly/quarterly forecast process.

- Plans and monitors the contact volumes by LOB/Queue to ensure that the Business meets their objectives for managing customer contacts.

- Creates and develops standard volume forecast, including tracking actual and interfacing with Finance and reporting teams when data gaps occur or questions arise.

- Develops outsource partner monthly interlocks to ensure capacity is adjusted to meet monthly call trends and business changes.

- Provides guidance to business initiatives and validates business assumptions to enhance customer support capabilities or reduce costs.

- Provides analytical support surrounding business impact associated with initiatives and network changes.

- Analyzes and attempts to resolve issues that may impact the business- ability to manage call volume.

- Trends and analyzes data related to demand and/or capacity planning.

- Ability to interface with remote business partners and support organizations

- Reporting on incoming contact/case volumes versus plan and service level performance at regular intraday intervals. Highlight reasons for under / over performance and take actions to improve performance

- Support the production and communication of service level action plans

- Monitoring actual staffing levels against plan, taking the relevant corrective actions as required

- Deep dive into massive data sets to answer key business questions using MS Excel, Oracle SQL, and other data manipulation languages

Basic Qualifications:

Experience/Skills : 8 +years in workforce planning

- Responsible for accurately projecting weekly contact demand by channel(s), entitlement, and queue and/or managing the supply accuracy of the headcount for the business and ensuring appropriate staffing levels to handle the anticipated demand. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs

- Planning and Organizing: evaluates priorities and priorities appropriately; resolves conflict and communicates intentions clearly; delivers to time and need

- Strong MS Excel, MS Access, MS Word, combine and analyze multiple data sources (strong comfort level with formatting, formulas, graphs, pivot tables, etc.) in a business environment with large-scale, complex data sets with experience in automation

Preferred Qualifications:

Strong Knowledge on Aspect scheduling and RTA tools. Should have Managed WFM teams in multi locations