WFM Manager II, Program Mgmt, Fraud Prevention
- Bangalore, Karnataka
- Permanent
- Full-time
As Workforce Manager, you will be responsible to lead a team of workflow analysts [RTAs], Scheduler, Capacity Planner to drive service levels and Site Operational metrics.
You will play a direct role towards cost reductions through productivity improvement, as well as identify opportunities to stream-line existing processes and eliminate waste.Key job responsibilities
- Supports the site management team by optimizing the staffing requirements for the site's needs.
- Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur.
- Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team.
- Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site.
- Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service levels).
- Builds a good relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding the best workflow management practices.
- Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at the site.
- Manage the career growth and development of the Workflow Analysts by driving focus on Amazon's Core Values.
- Lead various projects for WFM and Ops which has direct impact on cost, SLA and SX.
- Primary responsibility for owning end to end Service level delivery and Headcount utilization
- Lead Weekly/Monthly/Quarterly Business Reviews from RTM, Scheduling and Productivity standpoint.
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 Fraud Prevention team designs and implements policies, tools and technology innovations to protect customers.BASIC QUALIFICATIONS- 3+ years of team management experience
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- Experience defining program requirements and using data and metrics to determine improvementsPREFERRED QUALIFICATIONS- Experience implementing repeatable processes and driving automation or standardization
- Experience in data mining, data management, reporting, and SQL queriesOur 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.