Offers “Amazon”

Expires soon Amazon

WFM Analyst

  • Internship
  • Bengaluru (Bangalore Urban)
  • Project / Product management

Job description



DESCRIPTION

Amazon’s growth continues unabated. To support this growth globally, Employee Services is driving to redesign our processes and tools for service globalization and infinite scalability. Whilst we will have teams in our organization that will work on large scale operational delivery, we also need expertise in specific areas such as project management, process excellence, pay quality and workforce / cost management. These domain experts will drive delivery improvement and constant iteration based on their ability to understand the unique context of Amazon and be driven by the desire to deliver flawless and frustration free services to our end customers.

The successful candidate will have deep knowledge of Workforce Management with proven experience in planning, forecasting and supporting cost tracking. Ideally, the role holder will have experience across different regions and a track record of effective decision-making based on the analysis of data and operational metrics. They will also raise the bar in the areas of customer obsession, ownership, bias for action and deliver results.

Responsibilities include:
· Work in partnership with Operations, Change Management, Recruiting, Training, Finance, and Business Teams to drive the strategic short term staffing plans and execution based on headcount and capacity planning
· Work in partnership with broader Workforce management team, Learning and Operations to schedule trainings and work assignments within Employee Services Lifecycle teams.
· Real-time management of resources to ensure correct number of associates at the right time in their seats to meet forecasted volumes at the desired service level
· Maintenance and improvements of workflow management systems and processes
· Provide input and thought to leadership on new tool capabilities and enhancements
· Partner with forecasting and capacity teams to plan and execute staffing plans across lifecycle teams
· Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations
· Promote process improvement and standardization of processes across all operational sites in the network.
· Evaluate, document and present program/project progress and results
· Monitor performance by analyzing performance statistics and financial results; evaluating staffing schedules to match contact volumes; evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements.
· Support “Peak” readiness and planning process defining a robust approach across the hub network and providing clear and accurate headcount reports during the Peak period.
· Provide data for monthly MBR report outs. Also provide other ad-hoc and regular reports as needed.
· Prepare for and lead review meetings with HR Service Delivery Management with regard to cost and workforce management.
· Evaluate, document and present program/project progress and results
· Identify internal and external stakeholders and build a close working relationship
· Lead Projects to improve planning efficiency and support worldwide network of business units, and operational centers.

PREFERRED QUALIFICATIONS

· 5+ years of relevant work experience of Workforce Management process flow including planning, forecasting and cost tracking preferably in a HR shared service environment.
· Solid understanding of HR related technology platforms, work-flow tools, and software packages, business applications in the HR, Financial, and Customer Relationship area.
· Change management and project management experience with a track record of implementing results.
· Proven experience in multinational environment and complex international project management
· Strong business and problem solving skills, critical thinking, and willingness to be vocally self-critical.
· Ability to handle changing priorities and use good judgment when working in stressful situations.
· Experience working in Global team environment with multiple time zones.
· Proven working knowledge of Six Sigma tools and Lean techniques
· Experience in implementing organization wide processes to improve efficiency of operations

Desired profile



BASIC QUALIFICATIONS

· Bachelor's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred.
· 3+ years of relevant work experience in WFM and/or Capacity Planning
· Highly organized, able to prioritize and work under pressure on a number of initiatives at the same time.
· Ability to communicate effectively, tailoring approach and messages effectively to the specific needs of the audience.
· Advanced skills using Microsoft Excel in a business environment
· Excellent communication and presentation skills (verbal and written)
· Demonstrated success working in a team environment on multiple projects with changing priorities with the ability to work both on a team (as member and/or leader) and independently to deliver results.

Make every future a success.
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