Workforce Management Administrator, CASA team

Amazon; Arlington (TX); On-site; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Workforce Management System Administrator, where you will play a pivotal role in maintaining and enhancing our global systems. This exciting position involves collaborating with various teams to ensure operational efficiency and delivering top-notch support to our partners. Your expertise in project management and WFM tools will be essential in driving improvements and ensuring data accuracy. If you are passionate about customer experience and thrive in a dynamic environment, this role offers a unique opportunity to make a significant impact while working with innovative solutions.

Qualifications

• 2+ years of program or project management experience required.
• 1+ years as a WFM Administrator or relevant WFM analyst experience.

Responsibilities

• Support and maintain global Workforce Management systems and tools.
• Troubleshoot issues and coordinate with teams for timely resolutions.
• Draft and maintain internal communications and policies.

Skills

Excel (intermediate)

Program management

Project management

WFM Administration

Customer experience

Tools

NICE IEX

VoIP

Contact center 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.

We are looking for a Workforce Management (WFM) System Administrator to maintain our WFM back-end/front-end systems and tools. 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

1. Responsible for the ongoing support, user training, and maintenance of our global Workforce Management systems and tools.
2. Troubleshooting issues with or enhancements to WFM Systems and coordinating with relevant teams for timely resolutions.
3. Evaluate and advise partners to develop Forecast Groups, Staff Groups, and Routing Sets to improve utilization and business efficiency.
4. Ensure the accuracy and timeliness of all data flowing to and from WFM systems.
5. Respond to reported issues, requests, and inquiries of a technical or functional nature, deploying fixes and enhancements as needed.
6. Setup user access to systems and/or services, create and update profiles, permissions, and maintain user accounts.
7. Draft and maintain internal communications, policies, and procedures.
8. Participate in cross-functional activities such as requirements gathering, review, and user acceptance testing.
9. Collaborate with internal IT support teams and vendor technical support as needed.
10. Provide on-call support, which may require working nights and weekends.
11. Occasional business travel and visits to other company facilities are required.

Basic Qualifications

1. Intermediate knowledge of Excel (pivot tables, charts, lookups, nested formulas, data cleansing, array formulas, etc.).
2. 2+ years of program or project management experience.
3. 1+ years experience as a WFM Administrator or 2+ years relevant WFM analyst experience (Forecasting, Scheduling, Real-Time Management).
4. Ability to manage multiple concurrent assignments and adapt priorities as needed.
5. High dedication to customer experience, enthusiasm, motivation, and teamwork skills.

Preferred Qualifications

1. Advanced Excel skills, including macros, VBA, data links, etc.
2. Experience in requirement gathering and documentation.
3. Strong organizational, influencing, and leadership skills.
4. 2+ years as a WFM Administrator or 3+ years WFM analyst experience.
5. Experience with NICE IEX tool, automatic contact routing, VoIP, and contact center tools.
6. Excellent communication skills and analytical abilities.
7. Knowledge of Six Sigma, Lean, PMP, or similar methodologies.

Amazon is an equal opportunity employer. For workplace accommodations, visit this link. Compensation varies by location and experience, with additional benefits available. Apply via our career site. This position remains open until filled.