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AIT WFM Program Manager II, WFM , Audit and Insights Team

AIT WFM Program Manager II, WFM , Audit and Insights Team

Amazon

5 - 10 years

7 - 11 Lacs

hyderabad

Posted:2 hours ago| Platform:

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Skills Required

data cleansing root cause analysis workforce management project management process improvement analytical appeals scheduling stakeholder management auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Create headcount plan at week and month level to maintain available capacity to plan and share hiring plan in case of deficit with senior leadership. Create and run schedules analysis on excel and scheduling tool (preferably NICE-IEX) based week and day level volume pattern. Dive deep into data/processes to identify opportunities and solutions and present to leadership. Keep regular communication with stakeholders, senior leadership, tools teams and other stakeholders to manage critical parameters, employee experience and contingency plan. Publish WFM key analytical reports and other root cause analysis to drive efficiency in operations and keep all relevant stakeholders regularly informed. Maintain queue and auditor skill metrics to improve skill utilization in ACD tool. Update and optimize scheduled breaks/lunches, meetings and other non-productive activities, to meet the coverage goal. Work on schedule change requests received from operations team. Leverage AI tools to optimize and Automate tasks in the team

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AIT WFM Program Manager II, WFM , Audit and Insights Team