Workforce Program Manager

4 weeks ago


Riyadh, Ar Riyāḑ, Saudi Arabia Amazon Full time

Job ID: 2922322 | Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch - B40

Amazon provides enterprises the opportunity to sell their goods on the Amazon platform Worldwide, more than a million sellers use this Marketplace and thereby contribute to the success of Amazon.

Amazon is growing its Amazon Global Selling (AGS) business in China. In this context, Amazon is seeking a creative, dynamic and result-oriented individual contributor to join us. We are looking for a highly motivated individual with experience in Contact Center workforce management and process improvement who possesses a clear understanding of Contact Center dynamics, good project management and communication skills.

Experience of working with a workforce management tool is essential, whilst experience of project management and system migration is also required. The successful candidate must demonstrate strong leadership capabilities and ability to drive change and deliver results in a fast-paced environment.

Key job responsibilities
  1. Manage and optimize workforce planning and scheduling for customer service teams
  2. Forecast business demands through data analysis and develop staffing strategies
  3. Design and implement training and development programs to enhance team effectiveness
  4. Collaborate with multiple business units to ensure SLA compliance
  5. Drive continuous process improvements to increase operational efficiency
  6. Implement global projects as local owner
BASIC QUALIFICATIONS
  • Work closely with Local and Global stakeholders to drive project implementation.
  • Excellent communication and coordination skills with senior management and key stakeholders.
  • Experienced in system migration and global project localization.
  • Excellent project management skills, be innovative in making cost-effective recommendations and drive changes.
  • Advanced proficiency in Excel, PowerPoint, and other MS Office applications.
  • Strong data analysis capabilities to provide insights for decision making.
PREFERRED QUALIFICATIONS
  • 3+ years of driving end-to-end delivery and communicating results to senior leadership experience.
  • 3+ 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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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