Workforce Manager, AWS Customer Service at Amazon

We are seeking a detail-oriented, enthusiastic, and analytical Workforce Management Manager to lead the workforce efforts for AWS Customer Service. The AWS Customer Service Team provides support to all AWS customers, specializing in solving complex problems for customers relating to their AWS Account and/or Billing. The team is available to all AWS Customers globally using a 24/7 follow the sun model.

Specifically, this role will be responsible for building relationships with a site’s leadership teams and executing the staffing plan for the highly complex teams that across 10 different locations and 4 languages. The role will is pivotal to ensuring that Customer Service can continue to scale to support the continued growth and success of AWS customers. The individual will focus on workforce planning and execution, using insights and feedback to forecasting and capacity planning senior leadership as we continue to improve the customer experience.

The ideal candidate is analytical and is passionate about diving deep into data to understand the needs of the business. The leader will be responsible for building staffing models while meeting service level and cost goals. This role will work closely with Recruiting, Finance and Capacity Planning teams to provide insights based on trends. Additionally, the individual will be responsible for building and implementing mechanisms to monitor operational metrics and performance to provide guidance to operational leadership on actions to improve the quality of service being provided. This role will manage a team of global workforce analysts who are responsible for analyzing deviations from plan and providing actionable insights to improve service levels at an optimum cost.

Key job responsibilities

•  Lead planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites.
•  Manage a team of WF Analysts (across multiple locations) and support worldwide network of business units, and operational centers.
•  Define strategies involving production and customer interaction platforms, operational contact routing, automatic investigation, telephony systems, and workforce management; evaluating improvement options;
•  Define metrics, goals, and strategic direction across functional area(s) in support of overall group vision.
•  Lead projects/initiatives and champions projects within and outside of organization or region;
•  Collaborate with Capacity Planning and Forecasting to determines location requirements by analyzing forecasting planning factors, including service levels, contact volume, contact patterns, staffing capacity, staffing, staff productivity, workforce management systems, workflow, etc.
•  Identify opportunities and risks, dives deep, and works with internal and external teams to implement solutions.
•  Innovate by driving continuous enhancements and operational efficiencies across all process areas.
•  Influence key stakeholders to ensure that resources needed are prioritized to achieve quantifiable results, monitoring the effectiveness after project delivery.
•  Organize team structure for multiple functional areas to ensure scalability for present and future volume needs
•  Escalate all major issues and site leaders and senior leadership— whether they’re in operations or the affected businesses— ensuring the right people know of the incident at the right time.
•  Communicate effectively with senior management and leaders across the organization to determine priorities and direction.
•  Create the development of internal and external communication across organization locally and globally.
•  Influence peers, senior management, and external stakeholders on the organizational vision for their functional area(s)
•  Set and balance goals across team, optimizing performance against department goals and employee development
•  Assess and differentiate performance of team members across levels; articulates requirements for promotion ability to team members
•  Identifies resource needs for team
•  Describes the strategic importance of the department’s vision inside and outside of team
•  Sets and articulates expectations around leadership behavior for team; models behavior that exemplifies Amazon Leadership Principles

We are open to hiring candidates to work out of one of the following locations:

• Cape Town, ZAF

BASIC QUALIFICATIONS

•  5+ years of working cross functionally with tech and non-tech teams experience
•  5+ years of team management experience
•  5+ years of cross functional project delivery experience
•  5+ years of program or project management experience
•  Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

•  Experience managing, analyzing and communicating results to senior leadership