WFM Administrator

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 Consumer Trust and Partner Support (CTPS) 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 CTPS Operations. This role requires troubleshooting and problem-solving skills, and the ability to succeed in a fast-paced, technical environment. At the core of the position is high 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 individuals 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.
- 24-hour on-call support will require nights and weekends.
- Occasional business travel and travel to other company facilities will be required.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
- 2+ years of program or project management experience
- 1+ years of experience in a Workforce Management (WFM) position or 2+ years supporting WFM teams (Forecasting, Scheduling, Real Time Management) required
- Ability to perform many concurrent assignments and determine the need for changing priorities
- Commitment to customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Exceptional organizational skills and influencing and leadership skills
- 2+ years experience in a Workforce Management Administrator position, or 5+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management), preferably with Aspect WFM
- Oral and written communication skills are required in order to provide appropriate customer support and interaction
- quantitative and analytical skills; experience with advanced use of Excel and using statistical analysis applications.
- Speaking-listening-writing skills, attention to details, proactive self-starter
- Proven ability to work in a dynamic, ambiguous environment
- Experience with automatic contact routing, VoIP and any contact center case management tools.
- Basic/Working knowledge of Six Sigma tools, Lean techniques, PMP or similar standards preferred.