Workflow Manager at Amazon

DESCRIPTION

Job summary
Amazon is looking for a leader who is passionate about Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry. As our Workflow Manager, he/she will execute capacity ramp up and ramp down across Customer Service internal sites, drive productivity and cost efficiency by systematically challenging operations teams across multiple geographies. The ideal candidate will possess a strong analytical background that enables him/her to analyze and standardize workflow activities across his/her team. He/she will experience a wide range of problem solving situations, ranging from short term to strategic to decisions requiring use of data collection and analysis. The successful candidate possesses superb business judgment, with a track record of successful relationship management, with experience generating and managing plans, reports, and analyses. The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills.

This person would be responsible for managing the team that executes to short/long term capacity plans by aligning actual staffing to forecasted requirement. He/she will be leading a team of analyst who will be responsible for their performance in ensuring staffing accuracy in the internal network for service level delivery. Strong initiative, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow top-notch people.

Key job responsibilities

This person would be responsible for managing the team that executes to short/long term capacity plans by aligning actual staffing to forecasted requirement. He/she will be leading a team of analyst who will be responsible for their performance in ensuring staffing accuracy in the internal network for service level delivery. Strong initiative, team leadership, project management and quantitative skills are imperative, as well as the ability to lead and grow top-notch people. The successful candidate will:

• Work in lock-step with CS Operations, Capacity planning and Finance teams
• Coordinate with Operations, HR, Recruitment, Training and Facilities to execute short term and long term capacity movements
• Mitigate capacity risks
• Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
• Manage a team of Analysts

BASIC QUALIFICATIONS

• Three to Five years of management experience in a fast paced, rapidly changing operations environment or 7 years plus experience as a Capacity planner or Workforce Scheduler
• Experience leading teams
• Should have knowledge of workflow concepts and its applications
• Should possess analytical and quantitative skills
• Advance expertise in Microsoft Excel Formulae etc
• Excellent verbal and written communication skills
• High attention to detail with the capability to lead multiple, challenging priorities simultaneously while in a high-pressure, high-risk environment
• Ability to effectively communicate with stakeholders, should have interest & ability to work on process-improvements initiatives and projects
• South African Citizen / Permanent Resident / Holder of legal right to work in South Africa

Due to the temporary virtual nature of the position Amazon requires candidates to meet the Amazon internet requirements which is to have a dedicated 10MB Uncapped Fiber line (LTE lines are not eligible for this role). Candidates should also have a suitable work from home environment or dedicated work space at home.

PREFERRED QUALIFICATIONS

• Bachelor’s Degree
• Seven years of management experience in a fast paced, rapidly changing operations environment
• Expertise in the use of technical/statistical tools to drive process improvements
• Capacity planning experience
• Previous experience in workflow or similar function
• Have lead initiatives at team/skill/site level