Workforce Program Manager

Amazon provides enterprises the opportunity to sell their goods on the Amazon platform Worldwide, more than a million of sellers use this Marketplace and thereby contribute to the success of Amazon.

Amazon is growing its Amazon Global Selling (AGS) business in China. In this context, Amazon is seeking a creative, dynamic and result orientate individual contributor to join us.
We are looking for a highly motivated individual with experience in Contact Center workforce management and process improvement who possesses a clear understanding of Contact Center dynamics, good project management and communication skills.

Experience of working with a workforce management tool is essential, whilst experience of project management, system migration is also required. The successful candidate must demonstrate strong leadership capabilities and ability to drive change and deliver results in a fast-paced environment.


Key job responsibilities
1. Manage and optimize workforce planning and scheduling for customer service teams
2. Forecast business demands through data analysis and develop staffing strategies
3. Design and implement training and development programs to enhance team effectiveness
4. Collaborate with multiple business units to ensure SLA compliance
5. Drive continuous process improvements to increase operational efficiency
6. Implement global projects as local owner
- • Work closely with Local and Global stakeholder to drive project implementation.
- • Excellent communication and coordination skills with senior management and key stakeholders.
- • Experienced in system migration, global project localization.
- • Excellent project management skills, be innovative in making cost effective recommendations and drive changes
- • Advanced proficiency in Excel, PowerPoint, and other MS Office applications
- • Strong data analysis capabilities to provide insights for decision making- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

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