Amazon AIT WFM Program Manager II Audit Insights Team 

India, Telangana, Hyderabad 

629521703

Key job responsibilities
• Create headcount plan at week and month level to maintain available capacity to plan and share hiring plan in case of deficit with senior leadership.
• Create and run schedules analysis on excel and scheduling tool (preferably NICE-IEX) based week and day level volume pattern.
• Dive deep into data/processes to identify opportunities and solutions and present to leadership.
• Keep regular communication with stakeholders, senior leadership, tools teams and other stakeholders to manage critical parameters, employee experience and contingency plan.
• Publish WFM key analytical reports and other root cause analysis to drive efficiency in operations and keep all relevant stakeholders regularly informed.
• Maintain queue and auditor skill metrics to improve skill utilization in ACD tool.
• Update and optimize scheduled breaks/lunches, meetings and other non-productive activities, to meet the coverage goal.
• Work on schedule change requests received from operations team.
• Leverage AI tools to optimize and Automate tasks in the team.A day in the life

- 5+ years of program or project management experience
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience defining program requirements and using data and metrics to determine improvements
- Knowledge of using and implementing AI in WFM processes to optimize operations.

- 5+ years of driving end to end delivery, and communicating results to senior leadership experience
- 5+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- Experience in using and implementing AI in WFM processes and operations optimization through it.