Workforce Manager Job For 3-6 Year Exp In Amazon Bengaluru / Bangalore, India – 3476550

DESCRIPTION
Denied Party Screening (DPS) is seeking a Workforce Manager to join our team where you will be responsible for the execution of Capacity Plans, Resource planning and Service level delivery in line with business and regulated compliance requirements. You will be working in a fast paced environment where each day will bring new challenges and opportunities. In this role, you will lead a team of real-time analysts designing the workforce management framework from inception, implementing key processes and mechanisms to support Operations delivery.
Key Responsibilities Areas:
· Lead and manage a team of Real Time Analysts providing ongoing development and management of your team
· Planning and monitoring of volume surges by ensuring all Service level agreements and Compliance prioritization requirements are met
· Manage and execute resource staffing plan’s, creating best fit shift pattern’s in line with country & business requirements
· Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting and staffing patterns.
· Establish workforce management practices for improvements and enhancements that support the growth and evolution of business
· Participate and own end to end reporting from daily through to quarterly data sets, ensuring internal and external regulatory reporting is adhered to
· Manage tool development of WFM requirements by clearly communicating dependencies and partnering across teams of product and tech.
· Coordinate with Operations, Capacity Planning, Forecasting and Finance teams to analyse historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators.
BASIC QUALIFICATIONS
· Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
· Experience of 3+ years in leading a workforce planning team
· Experience of 3+ years in using workforce management tools and systems
· Experience building capacity / resource planning models
PREFERRED QUALIFICATIONS
· Track record of having earned the trust of leadership by challenging norms, upgrading team performance, enabling growth, and improving efficiency.
· Ability to dive deep into existing processes and communicating requirements to deliver.
· Strong written and verbal communication skills are required to effectively build relationships and influence decision making.
· Demonstrated ability to meet deadlines while managing multiple projects.
· Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
· Ability to work successfully in a dynamic, ambiguous environment.
· Exceptional influencing and leadership skills