About the role : 

- Workflow Manager role involves handling operations of the workflow team, leading a team of workflow analysts, building stakeholder connect and driving process improvement initiatives and projects to solve customer issues effectively.

- Workflow team is part of larger Capacity Planning team but both teams have different responsibilities. Workflow role is primarily execution based and planning is done by Capacity Planning teams. Workflow is also bridge between Capacity Planning and operations teams.

- Workflow team prepares schedules (after running multiple models of schedule efficiency) and basis these models, they ensure that scheduling of associates and the plans around it are executed by Operation teams. Workflow team members work with operations team, provide reasons and enable them to execute plan at speed and with accuracy.

- Workflow team takes inputs from Operations, long-term & short-term Capacity Planning team and puts forward recommendations to work with different stakeholders and arrive at a balanced and executable plan

- Some of the key attributes of the role are program management (planning towards a BCP contingency) and stakeholder management (with Operations, Training, short-term & long-term Capacity Planning teams and other CS support teams). Proactively identifying and escalating issues which pose risks towards meeting SLAs along with the ability to multitask is critical to the role.

- Standardization of processes to drive automation and elimination of wastes is an ongoing initiative for this position.

- This role is a blend of stakeholder management and workforce planning.

- AP CS Workflow team is searching for a passionate and talented Workflow Manager. They are responsible for driving efficiency related initiatives/goals at the site and responsible for initiating best practice sharing at a global level. Manage workflow, handles escalations, proactively engage resources to address issues and effectively delegate workload across the teams. Solves complex problems and proactively heads off negative service trends. Identifies root causes to improve accuracy, and productivity. 

- Establish mechanisms to fix the issues. They will experience a wide range of problem-solving situations, ranging from short term, transactional to strategic to decisions requiring use of data collection and analysis. The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills.

- This is an exciting opportunity for those who enjoy problem solving and managing scale. The successful candidate will possess strong initiative, quantitative skills, and the ability to lead and grow talented people. They will be participating / leading regional and global initiative.

Position Qualifications & Skills :

- Overall workflow experience of 4- 10 years along with 4-5 years of team management experience

- Should have knowledge of basic statistics, excellent analytical and mathematical skills

- Experience building and analyzing models using various RDBMS tools for optimization

- Innovative and creative in finding solutions/ designing improved methods, systems and processes

- Ability to stay focused and keeps up with our continuous and fast-paced growth

- Ability to deflect decisions with data points, foresee potential issues, and advocate relentlessly for improvement

- Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment

- Proven experience communicating and influencing across job levels with both internal and external

- Experience with the Workforce Management tools

- Ability to handle business continuity plans

- Flexibility to work in 24- 7 environment

Preferred Qualifications :

- Experience with the Workforce Management tools

- Automation skills and experience of working on BI/automation.

- Have lead initiatives at global level

- Experience in managing programs/processes in high-volume, scalable environments

- Ability to handle business continuity plans

- Ability to work in a global environment and interact with global stakeholders.

- A history of teamwork and willingness to roll up one's sleeves to get the job done

 Amazon is an Equal Opportunity Employer

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