Workforce Management Administrator, CASA team

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 continues to grow and evolve as a worldclass ecommerce platform. The Selling Partner Services (SPS) team acts as the primary interface between Amazon and our business partners. We obsess over providing worldclass support to Merchants selling on the Amazon platform. We strive to predict the 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.

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 problemsolving 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 crossfunctional activities such as requirements gathering review and user acceptance testing.
Works with internal IT support teams and vendor technical support as needed.
Provide oncall which will require working on some nights and weekends.
Occasional business travel and travel to other company facilities will be required.

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 crossfunctional environment

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.
Speakinglisteningwriting skills attention to details proactive selfstarter
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 for more information. If the country/region youre applying in isnt 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 $50100/year in our lowest geographic market up to $107200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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 This position will remain posted until filled. Applicants should apply via our internal or external career site.