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Manager, Workforce Management, Account Health Support (AHS)

Manager, Workforce Management, Account Health Support (AHS)

Amazon

5 years

0 Lacs

Hyderabad Telangana India

Posted:2 weeks ago| Platform:

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Skills Required

management support forecasting planning scheduling efficiency design service strategies research automation reporting leadership metrics data excel macros communication interface drive onboarding recruiting

Work Mode

On-site

Job Type

Full Time

Job Description

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. Key job responsibilities Key job responsibilities 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 business- and executive-level escalations, including reporting to senior-level leadership. Scopes out the requirements for new metrics and tools. Basic Qualifications 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. Preferred Qualifications 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. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Company - Amazon Dev Center India - Hyderabad Job ID: A3001646 Show more Show less

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Manager, Workforce Management, Account Health Support (AHS)