We are looking for a talented Workforce & Capacity Program Manager who is ready to take charge of our model for a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis to staff and plan for global customer support operations. The ideal candidate is a leader with demonstrated ability to manage project and workforce capacity, also with the ability to learn new workforce management methodologies, process mapping, and optimization techniques and make data driven decisions for project deliverables. This opportunity requires excellent problem-solving, communication skills and a strong track record of delivering results. Cross-team collaboration, project management, and executive presentation skills are essential.
Key job responsibilities
· Be actively engaged with queue and routing
mechanisms to make proactive changes for long
term trends, as well as real time adjustments as
needed.
· Identify/Implement workforce management
tools and technology enablers that will improve
operating accuracy and efficiency.
· Manage the development of global standards
(NPT, Shrinkage, Attrition etc.) working with
leadership ensuring that all changes successfully
inter-operate with existing operational processes.
· Monitor and analyze performance
statistics; evaluating staffing schedules to match
volume demand
· Proactively identify service improvement
opportunities and ensure continuous
improvement within Workforce Management
across scheduling, metric reporting and real-time
delivery.
· Makes recommendations to managers and peers
on opportunities for risk mitigation.
· Develop and regularly update the customer
support forecast and headcount allocation plan.
· Lead projects to improve planning and execution
efficiency and support worldwide network of
vendor partner staffing and operational sites.
· Work with stakeholders to establish a solid
forecast structure for all agent skill types.
· Mitigates capacity risks by managing
dependencies across multiple countries.
· Negotiate HC allocation with our business team
based on bandwidth and capacity.
Export Control Requirement:
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- 3+ years of managing stakeholders in cross-functional project experience
PREFERRED QUALIFICATIONS
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- Required 3+ years of workforce management knowledge systems and applications including Amazon Connect WFM, Nice, Vibe, Aspect, Verint, or similar systems.
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- Previous experience owning the scheduling on support environments.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $70,400/year in our lowest geographic market up to $123,200/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.