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Manager, Workforce Management, Account Health Support (AHS)

Manager, Workforce Management, Account Health Support (AHS)

Amazon

5 - 10 years

5 - 9 Lacs

Hyderabad

Posted:1 week ago| Platform:

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Skills Required

Operations management Automation Team management Excel Project management Scheduling Project delivery Forecasting Macros Capacity planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

Account Health Support (AHS) is looking for an experienced Sr. Program Manager of Workforce Management (WFM). This role will oversee all aspects of WFM globally to include forecasting, capacity planning, scheduling and real time management. The AHS Sr. PM will support operations around the world, and across multiple lines of business. They will be responsible for establishing mechanisms and standards as well as shaping the organization structure of the WFM function on a growing team. This role will lead a team of Program Managers, capacity planners, real time analysts and schedulers. Responsibilities: Monitor, manage, and control the production environment for WW AHS. Balance global business requirements with regional and operational realities to maximize efficiency, customer experience and employee experience. Work with Operational Management to design and agree service protection strategies, ensuring buy in and commitment at all levels allowing the Workforce Management team to support the seller experience at all times. Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary. Develop a team of managers who will be leading a diverse set of functions. Provide industry leading standards to create best in class workforce expertise. Manages businessand executive-level escalations, including reporting to senior-level leadership. Scopes out the requirements for new metrics and tools. 5+ years of working cross functionally with tech and non-tech teams experience 5+ years of team management experience 5+ years of cross functional project delivery experience 5+ years of program or project management experience Experience defining program requirements and using data and metrics to determine improvements 5+ years experience in Workforce Management position required. Experience managing, analyzing and communicating results to senior leadership Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level Preferred qualifications Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers. Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex and long lasting initiatives. Experience defining program requirements and using data and metrics to determine improvements Strong contact center industry knowledge gained from roles within complex fast-paced multi-skilled & multi-site environments.

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Amazon

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10001 Employees

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Manager, Workforce Management, Account Health Support (AHS)