Amazon

Workforce Manager, PRO WFM

Posted On

Sept. 5, 2024

Location

Bangalore, Karnataka

Experience Level

Freshers/Experienced

Job Type

Investigation & Loss Prevention

Apply By

Dec. 3, 2024

Job Description

The Payment Risk Operations (PRO) team is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace. We are looking for a leader 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 Workforce Manager.
Key Responsibilities Areas:
· Lead a workforce planning team across sites and regions
· Primary responsibility for functions within BRP owning end to end Service level delivery and Headcount utilization
· Create best capacity plan for business by managing trade-offs between Seller Experience/Service Levels, Employee Experience, and Cost
· Mitigate capacity risks by managing dependencies across multiple sites and marketplace’s
· Clearly communicate dependencies and partner with team’s on changes or deviations to plan
· Participate in wider BRP projects and initiatives. He/she will own providing optimal workflow and planning solutions for upcoming initiatives.
· Coordinate with Operations, Capacity Planning, Forecasting and Finance teams to analyse historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
· Support site management to optimize staffing requirements
· Manage SLA through email and phone routing, monitoring systems providing recommended workflow options and directives to maintain acceptable SLA.
· Fully leverage existing technology, including global standardization of reporting
· Root cause analysis and corrective action plan for variances in operational performance- 4+ years of operational and/or retail management experience
- 2+ years of team management experience
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level

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