Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Selling Partner Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
Amazon is seeking an exceptional Workforce Manager to join our team, reporting to the Regional Workforce Leader. In this high-impact role, you will be responsible for delivering service levels and staffing across global marketplaces. The ideal candidate is passionate about their work, understands how to manage calls across a network of contact centers, excited by the prospect of driving continuous improvement, and has the ability to contribute new innovations to the Amazon Seller Support Workforce Management team. This involves overseeing a team of Real-Time Analysts and Workforce Specialists, working in a fast-paced environment to tackle new challenges and opportunities daily. You will be responsible for developing and deploying new workforce management strategies, mapping operational processes, and using data-driven analytics to achieve key business objectives and performance targets. The successful candidate will collaborate closely with stakeholders across Business Teams, Capacity, Scheduling, Site Operations, Training, Analytics and leadership.
Key job responsibilities
• Lead and manage a team of Real Time Analysts & Workforce specialists across sites and regions, providing ongoing development and management of your team
• Monitor and react to Service level alerts by managing expectations ensuring all service level agreements are consistent for Sellers.
• Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting and staffing patterns.
• Partners with Operations Managers to design and agree upon service protection and staffing coverage strategies, ensures buy in and commitment at all levels allowing Workforce Management to positively support the customer experience at all times.
• Manages business and executive-level escalations, including reporting to senior- leadership; accountable for SLA, coverage and capacity delivery.
• Reviews existing processes and researches new ones for possible improvements or enhancements, designs and implements special project improvements or enhancements whenever necessary.
• Influences peer managers and internal stakeholders in functional area on their organization’s vision
• Sets objectives with team members that enable achievement of department and functional goals.
• Provides regular coaching and feedback to direct reports to help grow functional skills and leadership capability, with support from senior managers.
BASIC QUALIFICATIONS
- Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
- 5+ years of team management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- Experience using data and metrics to drive improvements
- Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level
- 5+ years’ experience managing a team of 5-10 RTAs/Schedulers and proven success in WFM or Operations Contact Centers
PREFERRED QUALIFICATIONS
- Experience implementing repeatable processes and driving automation or standardization
- Experience delivering cross functional projects
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $74,800/year in our lowest geographic market up to $163,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.