We are looking for an Good Workforce Management (WFM) Program Manager (PM) I, who is passionate about their work, understands how to manage contacts across a network of contact centers, and who has the ability to contribute new innovations within the Amazon Account Health Support Workforce Management Team. 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).
Key job responsibilities
• Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments across all sites/languages/markets.
• Manages non-productive time request process and planning, 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, schedule rollovers and optimization of team meetings, one on ones, training, and various other off phone activities.
• Break optimizations as per site specific legal guidelines.
• Work with CASA (NICE team) and Workforce PM NICE onboarding into Account Health Support set up.
• Post launch, attending meetings in regular intervals with NICE admin team for learnings, updates, call-outs & implementations.
- - 2+ years of WFM program or project management experience.
- - Experience in Contact Center Real Time queue management.
- - Working knowledge of Contact Center performance Metrics.
- -Knowledge of Lean principles and DMAIC methodology
- -Experience in MS Excel, Access and SQL
- -Experience in requirement gathering and ability to write clear and detailed requirement document
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