WFM Scheduling Manager - Bangalore

Job Description

The ideal candidate will possess experience in typical workforce management disciplines: Scheduling, Real Time Monitoring, proficient reporting skills, and experience optimizing manpower in contact center environments. The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem-solving situations that require immediate real time intervention, as well as short term scheduling management and planning (1-16 weeks in advance).

Key job responsibilities
• Leads a team of multiple L4/Program Manager direct reports across geographical locations. Supports a worldwide network of business units and operational contact centers.
• Partners with Operations Managers/Partner Teams 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.
• Ensures to have optimized staffing coverage, all service level agreements (SLAs) are met to provide consistent service to customers. Develops and communicates action plans as necessary for the current and future day/week.
• Provides real-time escalation, recovery for future day and week strategy, and restore capabilities for any failure of service; notifyees the proper support teams; and coordinate recovery as needed.
• Identifyees the reasons for failure of any SLA and supports Operations with overtime (OT) requirements by ensuring a process is implemented and followed. Provides accurate IDPs and staffing strategies that minimize OT requirements.
• 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.
• Provide technical support, advice, process improvement recommendations, and implementation assistance to application teams on major projects and changes.
• Influences peer managers and internal stakeholders in functional area on their organization’s vision
• Sets objectives/job level guidelines 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.


About the team
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience 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.
We are looking for an exceptional Workforce Management Manager (WFM Manager), who is passionate about their work, understands how to manage calls across a network of contact centers, and who has the ability to contribute new innovations to the within the Amazon Seller Support Workforce Management Team.

Basic Qualifications:

- 5+ years of program or project management experience
- 5+ years of working cross functionally with tech and non-tech teams experience
- Experience defining program requirements and using data and metrics to determine improvements
- Experience managing teams
- Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level
- Bachelor's degree
- 5+ years’ experience on Workforce Management Scheduling (Alvaria and/or NICE) Tools
- Experience managing routine scheduling work in multi-channel global contact center environments including phone, email and chat
- Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
- Demonstrates effective, clear and professional written and oral communication
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

Preferred Qualifications:

- Experience implementing repeatable processes and driving automation or standardization
- Experience in data mining, data management, reporting, and SQL queries
- PMP certificate
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Experience making business recommendations and influencing stakeholders
- Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
- Previous experience implementing change management successfully transitioning programs into large scale operations.
- Proven ability to make and implement decisions.
- Proven ability to build relationships quickly.
- Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.
- Fosters a positive team environment and collaboration within the site.
- Analytical, attention to detail, proactive self-starter
- Strong prioritization, time management skills and ability to delegate effectively.
- Ability to embrace constant change with flexibility and good grace.
- Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.