Workforce Management Administrator, CASA team

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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 Selling Partner Services (SPS) team acts as the primary interface between Amazon and our business partners. We obsess over providing world-class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.

We are looking for a Workforce Management (WFM) System Administrator to maintain our WFM back end/front end systems and tools. In addition, the WFM System Admin will partner closely with other teams to deliver mission critical initiatives, while devising solutions and tools that will benefit SPS Operations. This role requires troubleshooting and problem-solving, attention to detail, and delivering high quality results on time.

Key job responsibilities

• Responsible for the ongoing support, user training and maintenance of our global Workforce Management systems and tools.
  
• Troubleshooting any issues with or enhancements to WFM Systems and coordinating with the applicable people to ensure the proper resolutions are met in a timely manner.
  
• Evaluate and Advise partners to develop Forecast Groups, Staff Groups and Routing Sets to improve utilization and business efficiency.
  
• Ensures the accuracy and timeliness of all data flowing to and from WFM systems.
  
• Respond to reported issues, requests & inquiries of a problematic technical or functional nature, and suggest or deploy fixes and enhancements.
  
• Setup user access to systems and/or services.
  
• Creates and updates profiles, permissions, and maintains user accounts.
  
• Drafts and maintains internal communications policies and procedures.
  
• Participate in cross-functional activities such as requirements gathering, review and user acceptance testing.
  
• Works with internal IT support teams and vendor technical support, as needed.
  
• Provide on-call which will require working on some nights and weekends.
  
• Occasional business travel and travel to other company facilities will be required.
  

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• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
  
• 2+ years of program or project management experience
  
• 1+ years experience in a Workforce Management Administrator position, or 2+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management)
  
• Ability to perform many concurrent assignments and determine the need for changing priorities
  
• Commitment to customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
  

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• Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.
  
• Experience in requirement gathering and ability to write clear and detailed requirement document
  
• Exceptional organizational skills and influencing and leadership skills
  
• 2+ years experience in a Workforce Management Administrator position, or 3+ years of relevant WFM analyst experience (Forecasting, Scheduling, Real Time Management)
  
• 1 + years NICE IEX tool experience
  
• Oral and written communication skills are required in order to provide appropriate customer support and interaction
  
• Quantitative and analytical skills; experience with advanced use of Excel and using statistical analysis applications.
  
• Speaking-listening-writing skills, attention to details, proactive self-starter
  
• Proven ability to work in a dynamic, ambiguous environment
  
• Experience with automatic contact routing, VoIP and any contact center case management tools.
  
• Basic/Working knowledge of Six Sigma tools, Lean techniques, PMP or similar standards preferred.
  

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $50,100/year in our lowest geographic market up to $107,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.