As Workforce Manager, Buyer Abuse you will be responsible to lead a team of workflow analysts [RTAs] to drive service levels and Site Operational metrics.
You will play a direct role towards cost reductions through productivity improvement, as well as identify opportunities to stream-line existing processes and eliminate waste.
Key job responsibilities
Workflow Manager Key Responsibilities
· Supports the site management team by optimizing the staffing requirements for the site’s needs.
· Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur.
· Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team.
· Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site.
· Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service levels).
· Builds a relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding the best workflow management practices.
· Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at the site.
· Manage the career growth and development of the Workflow Analysts by driving focus on Amazon's Core Values
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
- Experience managing teams
- Experience implementing repeatable processes and driving automation or standardization
- Experience in data mining, data management, reporting, and SQL queries
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