WFM Administrator , WISE

Amazon; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

ADCI HYD 16 SEZ - H83 is seeking a Workforce Management System Administrator to maintain WFM back-end/front-end systems and tools. The role partners with multiple teams to deliver critical initiatives, troubleshoot issues and implement solutions, including on-call responsibilities and occasional travel.

The ideal candidate will have 2+ years in WFM administration or 3+ years relevant experience, strong Excel/data analysis skills, and experience in training or coaching others.

Qualifications

• 2+ years of program or project management experience.
• Knowledge of Excel at an intermediate level (pivot tables, charts, lookups).
• 2+ years of defining and implementing process improvements using data and metrics.

Responsibilities

• Maintain ongoing support, training and maintenance of global Workforce Management systems and tools.
• Troubleshoot issues with WFM systems and coordinate resolutions.
• Advise partners to develop Forecast Groups, Staff Groups and Routing Sets for efficiency.
• Ensure data accuracy and timeliness flowing to/from WFM systems.
• Respond to issues and requests with fixes and enhancements.
• Set up user access and maintain profiles and accounts.
• Draft and maintain internal communications policies.
• Collaborate in requirements gathering and UAT with cross-functional teams.
• Work with IT and vendor support; provide on-call coverage including some nights/weekends.

Skills

Cross-functional collaboration

Excel proficiency

Data analysis

Training experience

Customer service mindset

WFM knowledge

Tools

WFM systems

VoIP

Case management tools

Job description

Description

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 Services (SPS) 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.

Description

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 Services (SPS) 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 a Workforce Management (WFM) System Administrator to maintain our WFM back end/front end systems and tools. In addition, the WFM System Admin will partner closely with other teams to deliver mission critical initiatives, while devising solutions and tools that will benefit SPS Operations. This role requires troubleshooting and problem-solving, attention to detail, and delivering high quality results on time.

Key job responsibilities

• Responsible for the ongoing support, user training and maintenance of our global Workforce Management systems and tools.
• Troubleshooting any issues with or enhancements to WFM Systems and coordinating with the applicable people to ensure the proper resolutions are met in a timely manner.
• Evaluate and Advise partners to develop Forecast Groups, Staff Groups and Routing Sets to improve utilization and business efficiency.
• Ensures the accuracy and timeliness of all data flowing to and from WFM systems.
• Respond to reported issues, requests & inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements.
• Setup user access to systems and/or services.
• Creates and updates profiles, permissions, and maintains user accounts.
• Drafts and maintains internal communications policies and procedures.
• Participate in cross-functional activities such as requirements gathering, review and user acceptance testing.
• Works with internal IT support teams and vendor technical support, as needed.
• Provide on-call which will require working on some nights and weekends.
• Occasional business travel and travel to other company facilities will be required.

Basic Qualifications

• 2+ years of program or project management experience
• 2+ years of working cross functionally with tech and non-tech teams experience
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
• 2+ years of defining and implementing process improvement initiatives using data and metrics experience
• Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround
• Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience in a training role, including technical training, or a mix of training, performance management and coaching/mentoring, or experience in process training
• 2+ years experience in a Workforce Management Administrator position, or 3+ years of relevant WFM user experience (Forecasting, Scheduling, Real Time Management) required

Preferred Qualifications

• 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 in requirement gathering and ability to write clear and detailed requirement document
• Experience leading and influencing your team or organization, or experience managing teams
• Experience in written and spoken English and an ability to compose grammatically correct, concise and accurate written responses
• Experience with data analysis and basic Excel skills
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience working in a fast paced, quickly changing or international environment
• Experience with automatic contact routing, VoIP and any contact center case management tools
• 3+ years experience in a Workforce Management Administrator position, or 4+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management)

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Company

ADCI HYD 16 SEZ - H83

Job ID: A10371372