Workforce Manager, AWS Customer Service
About the job
Description
With recent accolades like #1 in customer service, #1 most trusted, and #2 most inventive, Amazon has established a reputation for excellence. Amazon Web Services (AWS) is leading the world in cloud technology and continuing that trend.
For AWS Customer Service, we are looking for a meticulous, motivated, and analytical Workforce Manager to oversee a group of workforce analysts. All AWS customers can get assistance from the AWS Customer Service Team, which specializes in resolving complicated issues with clients’ AWS accounts and/or billing. With a follow-the-sun approach, the team is accessible to all AWS customers worldwide around the clock.
In particular, this position will be in charge of establishing rapport with the leadership teams at each site and carrying out the staffing strategy for the extremely complicated teams that operate in ten distinct locations and four languages. The position will play a crucial part in making sure that Customer Service can grow further to support the success and ongoing expansion of AWS clients. As we continue to enhance the customer experience, the person will concentrate on workforce planning and execution, forecasting and capacity planning senior leadership leveraging insights and feedback.
The perfect applicant is analytical and has a strong interest in analyzing large amounts of data to determine what the company requires. In order to satisfy service level and cost targets, the leader will be in charge of developing staffing models. In order to advise operational leadership on how to raise the caliber of services being offered, the person will also be in charge of developing and putting into place systems to track operational metrics and performance. This position will oversee a group of worldwide workforce analysts who are in charge of examining plan deviations and offering practical advice to raise service standards while keeping costs as low as possible.
Key job responsibilities
Lead planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites.
- Oversee a group of WF Analysts at various locations while providing support to a global network of business units and operational centres.
- Define tactics for labour management, telephonic systems, automated investigation, production and customer engagement platforms, and operational contact routing; assess opportunities for improvement;
In order to support the overarching group vision, define measurements, objectives, and strategic direction across functional area(s). - Take the lead on initiatives and projects, and support them both inside and outside the company or area;
- Evaluating forecasting planning criteria, such as service levels, contact volume, contact patterns, staffing capacity, staff productivity, workforce management systems, workflow, etc., work in tandem with capacity planning and forecasting to ascertain site requirements.
- Find the opportunities and dangers, delve in, and collaborate with teams both inside and outside the company to put ideas into action.
- Drive operational efficiencies and ongoing improvements in all process areas to innovate.
- Persuade important parties to prioritize the resources required to produce measurable outcomes while keeping an eye on the project’s efficacy after it has been completed.
- Establish team structures across several functional domains to guarantee scalability for both current and future volume requirements.
- Elevate all significant problems, and make sure the appropriate individuals are informed of the situation at the appropriate time. This includes site leaders and senior leadership from both the impacted businesses and operations.
- Establish excellent lines of communication with leaders throughout the organization and top management to decide on priorities and directions.
- Establish the growth of communication both inside and outside of organizations, both locally and internationally.
- Encourage colleagues, higher-ups, and outside parties to have an impact on the organizational vision for their functional area(s).
- Establish and maintain team goals while maximizing performance in relation to departmental objectives and staff development.
- Evaluate and distinguish team members’ work at all levels; explain to the group what is needed to advance;
- Determines the team’s resource needs
explains the department’s vision’s strategic significance both inside and outside the team. - Establishes and communicates expectations for team leadership conduct; demonstrates behavior that embodies the principles of Amazon Leadership
We are open to hiring candidates to work out of one of the following locations:
Cape Town, ZAF
Basic Qualifications
- – Four or more years of experience working across functional boundaries with both tech and non-tech teams; – Four or more years of experience
- managing teams; – Four or more years of experience delivering cross-
- functional projects; – Four or more years of experience managing
- programs or projects; – Experience developing program requirements and utilizing metrics and data to identify improvements
Preferred Qualifications
- Experience overseeing, evaluating, and informing senior leadership of results
As an equal-opportunity employer, we at Amazon value your drive to learn, create, simplify, and build. All members of the public, regardless of age, gender, disability, sexual orientation, colour, religion, or belief, are encouraged to apply. Amazon is a company that is steadfastly committed to diversity. As such, it notably encourages South African nationals who belong to specific groups to apply, since they may be able to advance workplace equity and intellectual diversity.
When selecting possible applicants, the applicable legislation and employment equity principles will be taken into account. By legislation, we have to confirm that you are able to work in South Africa. Along with an updated curriculum vitae, Amazon needs you to submit a copy of your passport or identity document, as well as any relevant work permit if you are a foreign national.
Company – Amazon Development Centre (South Africa) (Proprietary) Limited