Sr. Workforce Manager, CXQO, Just Walk Out Technology

Job Responsibilities: • Understand and communicates the department vision to team members, at the same time assess behaviors and coach direct reports in their role. • Lead Projects to improve planning and execution efficiency and support worldwide network of business units, and operational centers. • Identify/Implement workforce management tools and technology enablers that will improve operating accuracy and efficiency • Manage the development of global standards (Average Handle time, NPT, Shrinkage, Attrition) working with Capacity planning ensuring that all changes successfully inter-operate with existing operational processes. • Coordinate with Operations, Capacity Planning, Technology and internal workflow teams to maintain and update plans. • Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle. • Monitor performance by analyzing performance statistics; evaluating staffing schedules to match volume demand; evaluating potential productivity & quality standards; identifying and resolving problems; determining system and process improvements. • Prepare management reporting by collectin BASIC QUALIFICATIONS - Bachelor's degree in Finance, Accounting, Business, Engineering, or a related field - Experience in management directly - 5+ years of data interpretation and analysis to influence stakeholders experience - 7+ years of with Excel experience PREFERRED QUALIFICATIONS - Experience working with large-scale data mining and reporting tools (i.e. SQL, MS Power Query, Python) - Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities - Experience managing teams who deliver on defined goals and timelines - Experience with strong project management skills and the ability to thrive in a fast-paced environment - Experience in a r

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.