CN Scheduling Manager

CN Scheduling Manager

Amazon
Beijing China
2-5 years
Not Specified

Job Description


Job 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 Support 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 an exceptional Workforce Management (WFM) Scheduling Manager, who is passionate, thinks globally, and who has the ability to contribute major new innovations in the industry and within the Amazon Services Selling Partner Support Team.
Ideal Candidate
The ideal candidate is a leader with demonstrated ability to implement workforce management methodologies, process mapping, and optimization techniques and make data driven decisions for project deliverables. They will also possess an analytic, statistical and optimization background to enable tactical workforce planning. Cross-team collaboration, project management, and executive presentation skills are essential. The successful candidate will work closely with multiple business teams, Site Operations, Capacity Planning, Recruitment, Training and Leadership. A passion for developing a standard WFM model is required, as is engaging your team to do the same. You will play an active part in this effort including developing policy and procedure, WFM Team SLAs and ensuring we meet or exceed performance targets.
Primary responsibilities include:
· Provide leadership and development of WFM Scheduling Team members, ensuring that all team members have proper training and understanding of policies and procedures.
· Ownership of scheduling policies and practices across businesses in multiple regions, OU's and languages, balancing Seller and Associate needs.
· Serve as primary POC for all scheduling-related issues and escalations.
· Ensure all scheduling inputs are maintained for business including audits of scheduling metrics, generating reporting templates, and updating capacity inputs into system.
· Provide scheduling escalation, recovery, and restore capabilities for any failure of service; notify the proper support teams; and coordinate recovery as needed.
· Chair regular meeting with Operations Managers to lead NPT discussions, Aspect questions, staffing alignment, and forecast accuracy and to devise action plan as necessary for up to 8 weeks in advance.
· Manages business- and executive-level escalations, including reporting to senior-level leadership; accountable for SLA and capacity delivery.
· Owner of senior leader initiatives and key inputs needed for reporting and drives initiatives to effectively manage associate experience and operational excellence.
· Provide technical support, advice, process improvement recommendations, and implementation assistance to application teams on major projects and changes.
· Identify and actively drive team changes, staffing and training needed to support capacity needs.
· Communicates effectively with peers across the same functional areas and across teams to drive priorities.
· Loop competencies
· Hire and develop best, Dive Deep, Invent and Simplify, Deliver Result, Think Big, Learn and Be curious; Back bone, disagree and commit.
Basic Qualifications :
· Bachelor's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred.
· 2+ years of experience in Workforce Management using Aspect Workforce Management software.
· Expert knowledge of Contact Center resourcing fundamentals with demonstrated expertise in scheduling practices in multi-channel global contact center environments including phone, email and chat.
· Ability to work within a team and manage / prioritize workload effectively, managing expectations with key stakeholders.
· Proven team management skills, including the ability to lead, motivate, coach and develop others
Preferred Qualifications :
· Ability to appropriately gather, integrate and interpret data then utilize arrange of analytical tools to constructively challenge and test assumptions in order to identify improvements.
· Analytical and logical thinker with the ability to apply creative solutions to resource constraints

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