Be an early applicantLess than 25 applicants

Company

Amazon · 3 hours ago

SPS WFM Manager, Selling Partner Support

United States

Full-time

Remote

Senior Level

$75K/yr - $163K/yr

5+ years exp

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H1B Sponsor Likely

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Responsibilities

Lead and manage a team of Real Time Analysts & Workforce specialists across sites and regions, providing ongoing development and management of your team

Monitor and react to Service level alerts by managing expectations ensuring all service level agreements are consistent for Sellers.

Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting and staffing patterns.

Partners with Operations Managers to design and agree upon service protection and staffing coverage strategies, ensures buy in and commitment at all levels allowing Workforce Management to positively support the customer experience at all times.

Manages business and executive-level escalations, including reporting to senior- leadership; accountable for SLA, coverage and capacity delivery.

Reviews existing processes and researches new ones for possible improvements or enhancements, designs and implements special project improvements or enhancements whenever necessary.

Influences peer managers and internal stakeholders in functional area on their organization’s vision

Sets objectives with team members that enable achievement of department and functional goals.

Provides regular coaching and feedback to direct reports to help grow functional skills and leadership capability, with support from senior managers.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Workforce ManagementData-Driven ImprovementsMicrosoft ExcelTeam ManagementRoot Cause AnalysisProcess ImprovementCross-Functional CollaborationCoachingAutomation ImplementationProject Delivery

Required

Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field

5+ years of team management experience

3+ years of working cross functionally with tech and non-tech teams experience

Experience using data and metrics to drive improvements

Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level

5+ years’ experience managing a team of 5-10 RTAs/Schedulers and proven success in WFM or Operations Contact Centers

Preferred

Experience implementing repeatable processes and driving automation or standardization

Experience delivering cross functional projects

Benefits

Equity

Sign-on payments

Full range of medical, financial, and/or other benefits

Company

Amazon

Glassdoor

3.7

Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.

Founded in 1994

Seattle, Washington, USA

10,001+ employees

https://amazon.com

H1B Sponsorship

Amazon has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (14000)

2022 (23375)

2021 (15334)

2020 (14558)