Workflow Manager - eCommerce

Amazon

We are the team that manages the apps & skills catalogs across all Amazon. If you are excited by technology and working in a fast paced challenging environment drives you, we would love to have you as part of the Amazon Appstore and Alexa Skills team in Bangalore. The team drives the entire ingestion and certification process for android apps & Alexa skills, which involves the entire lifecycle from the time a developer submits an app/skill to the time it is put up on the store, and ensuring the high quality experience for Fire tablets, Fire TV and Echo customers even after that.

We're seeking a Workflow Manager role with OE team, which supports Alexa and Appstore operations. The ideal candidate would be the exceptional analytical person who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Workflow Manager.

Roles and Responsibilities:

1. Operationalize capacity plans for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost efficiency and ensure its tactical execution.

2. Provide recommended workflow options and directives to maintain acceptable SLA and productivity across all catalogs managed by Alexa and Appstore ops team.

3. Communicate, track and assess any risks related to OPS flex targets: OT, NPT, Backup, cross-trainings.

4. Support local site management to optimize staffing requirements.

5. Manage stakeholders- expectations and build excellent communication with internal customers.

6. Challenge existing processes looking towards optimization and being effective implementing improvements

7. Fully leverage existing technology, including global standardization of reporting.

8. Hire, develop and retain the human talent required to work in an analytical, demanding and ambiguous environment.

Basic Qualifications

Bachelors Degree in a quantitative field (engineering, economics, math, stats)

3+ Experience as Workforce Manager in contact center industry.

Experience in HC planning in a weekly, daily and interval level.

Experience managing report production and analysis.

Experience building and analyzing models using various statistical tools for forecasting and optimization.

Excellent communication and negotiation skills

5+ years- experience in data analysis and reporting

Proficient in Microsoft Excel, Access and SQL

Preferred Qualifications

Database related experience and be able to write complex SQL queries

Experience managing teams with analytical profiles

Previous experience owning the scheduling of engineers\agents in a customer support environment

Basic/Working knowledge of Six Sigma tools and Lean techniques

Operations Research or Capacity Planning experience is strongly preferred

Aastha Bahl
People Hire Consulting
M:- +917503123124