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Workforce Program Manager


Job Description :
Job summary
Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments.
Manages non-productive time request process, ensuring activities are planned without impacting SLAs.
Responsible for the onboarding of new hires into scheduling system.
Reviews and processes schedule change requests.
Performs ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to insure proper staffing in all skills 24X7.
Leads weekly staffing review meetings detailing previous and current week's performance and forecasted performance of remainder of current week and next week, while also identifying risks.
Scheduling, re-scheduling, and optimization of team meetings, one on ones, training, and various other off phone activities.
Key job responsibilities
Managing WFM Scheduling BAU tasks and projects.
A day in the life
The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level 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).
About the team
We are looking for an exceptional Workforce Management (WFM) Scheduling (RTA) Analyst, 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 :
2+ years experience in program or project management

4+ years of experience in WFM
2+ years of hands on experience on Aspect Ewfm
Preferred Qualifications :
Hands on experience in managing Aspect is highly desirable
Scheduling of associates based on interval wise volume delivery pattern in Aspect
Breaking down monthly, weekly and daily volume into interval level volume distribution by following historical trend
Schedule staffing following interval wise volume requirement and DOW distribution
Forecasting of interval level AHT following historical trend
Maintaining headcount database based on joiners and leavers update
Conducting shift bid process to help shift rollover for agents
Optimizing breaks, meeting and other non-productive times by following staffing over under/gap
Adjusting schedules for offshore delivery centers based on change in DST (day light saving)
Company
Amazon
Posted
07/08/2022
Location
bangalore, KA, IN