Manager WFM WFM Audits and Insights
Manager WFM WFM Audits and Insights
Posted on :
14-04-2025
Employer Active
1 Vacancy
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Job Description
Amazon strives to be Earths most customercentric 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 continues to grow and evolve as a worldclass ecommerce platform. The Account Health Support (AHS) Specialist within the AHS team acts as the primary interface between Amazon and our Selling partners. We obsess over providing world class support to Sellers selling on the Amazon platform. We strive to predict Sellers needs before they recognize they may have a problem create innovative selfhelp tools and provide solutions to help our partners better serve their customers.
Key job responsibilities
Calculate demand volume forecast at interval level day level week level and at month level along with knowledge of statistical indicators to check their accuracy.
Capacity planning at weekly/ monthly level so that the required headcount for hiring could be shared with senior leadership.
Create schedules on excel and on a scheduling tool (preferably Aspect) based week level day level and interval level volume pattern.
Diving deep into data/processes to identify problems and solutions and presenting them to leadership.
Keeping regular communication with site operations senior leadership technology teams and other stakeholders to manage critical parameters employee experience contingency etc.
Publishing reports of critical WFM and other important parameters to drive efficiency in them and to keep all relevant stakeholders regularly informed.
creating employees rotational plan and conducting shift bid process to help shift rollover for frontline staff.
Optimizing break meeting and other nonproductive activities managing interval level service level.
A day in the life
The ideal candidate is passionate about leveraging data and tools to deliver actionable insights that drive improvements in planning accuracy and has a strong delivery record and experienced in driving in a crossfunctional environment backed by analysis and data. They thrive in a fastpaced environment relishes working with large transactional volumes and big data and enjoys the challenge of highly complex and sometimes ambiguous business context. You will work crossfunctionally to ensure that decisions are made and actioned which will ensure our operations have the volume to run as efficiently as possible.
About the team
The Account Health Support Workforce Management Team has a mission of fulfilling the Service Level agreements continuously in partnership with Operations throughout all verticals/marketplaces along with optimum utilization of the available resources and meeting the goal thresholds for all the capacity level attributes (Shrinkage TPH etc.. To attain to the program objectives AHS Workforce team sets appropriate goals for Operations (Shrinkage) drives effective queue management time to time checks to ensure capacity on each Vertical is sufficient to handle projected volume and take necessary actions to meet the requirement if otherwise scheduling heads appropriately to match the incoming patterns queueing tasks manually to fill for the deficit in projected volume and to support any new launches effective management of nonproduction time to reduce idle hours and sharing reports on different performance metrics to drive the results.
3 years of program or project management experience
3 years of working cross functionally with tech and nontech teams experience
Bachelors degree
Experience defining program requirements and using data and metrics to determine improvements
3 years of driving end to end delivery and communicating results to senior leadership experience
3 years of driving process improvements experience
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Key job responsibilities
Calculate demand volume forecast at interval level day level week level and at month level along with knowledge of statistical indicators to check their accuracy.
Capacity planning at weekly/ monthly level so that the required headcount for hiring could be shared with senior leadership.
Create schedules on excel and on a scheduling tool (preferably Aspect) based week level day level and interval level volume pattern.
Diving deep into data/processes to identify problems and solutions and presenting them to leadership.
Keeping regular communication with site operations senior leadership technology teams and other stakeholders to manage critical parameters employee experience contingency etc.
Publishing reports of critical WFM and other important parameters to drive efficiency in them and to keep all relevant stakeholders regularly informed.
creating employees rotational plan and conducting shift bid process to help shift rollover for frontline staff.
Optimizing break meeting and other nonproductive activities managing interval level service level.
A day in the life
The ideal candidate is passionate about leveraging data and tools to deliver actionable insights that drive improvements in planning accuracy and has a strong delivery record and experienced in driving in a crossfunctional environment backed by analysis and data. They thrive in a fastpaced environment relishes working with large transactional volumes and big data and enjoys the challenge of highly complex and sometimes ambiguous business context. You will work crossfunctionally to ensure that decisions are made and actioned which will ensure our operations have the volume to run as efficiently as possible.
About the team
The Account Health Support Workforce Management Team has a mission of fulfilling the Service Level agreements continuously in partnership with Operations throughout all verticals/marketplaces along with optimum utilization of the available resources and meeting the goal thresholds for all the capacity level attributes (Shrinkage TPH etc.. To attain to the program objectives AHS Workforce team sets appropriate goals for Operations (Shrinkage) drives effective queue management time to time checks to ensure capacity on each Vertical is sufficient to handle projected volume and take necessary actions to meet the requirement if otherwise scheduling heads appropriately to match the incoming patterns queueing tasks manually to fill for the deficit in projected volume and to support any new launches effective management of nonproduction time to reduce idle hours and sharing reports on different performance metrics to drive the results.
3 years of program or project management experience
3 years of working cross functionally with tech and nontech teams experience
Bachelors degree
Experience defining program requirements and using data and metrics to determine improvements
3 years of driving end to end delivery and communicating results to senior leadership experience
3 years of driving process improvements experience
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
- Compliance Management
- Administrative Functions
- Oversight
- Administrative Activities
- Administrative Tasks
- Budget Preparation
- Facilities Management
- Daily Operations
- Account Management
- General Ledger Accounts
- Personnel Files
- Administrative Management
- Financial Statements
- Administrative Operations
- Annual Budget
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