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 Support 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.
Amazon is seeking an exceptional Workforce Manager to join our team, reporting to the Regional Workforce Leader. In this high-impact role, you will be responsible for delivering service levels and staffing across global marketplaces. The ideal candidate is passionate about their work, understands how to manage calls across a network of contact centers, excited by the prospect of driving continuous improvement, and has the ability to contribute new innovations to the Amazon Seller Support Workforce Management team. This involves overseeing a team of Real-Time Analysts and Workforce Specialists, working in a fast-paced environment to tackle new challenges and opportunities daily. You will be responsible for developing and deploying new workforce management strategies, mapping operational processes, and using data-driven analytics to achieve key business objectives and performance targets. The successful candidate will collaborate closely with stakeholders across Business Teams, Capacity, Scheduling, Site Operations, Training, Analytics and leadership.

Key job responsibilities
• Lead and manage a team of Real Time Analysts & Workforce specialists across sites and regions, providing ongoing development and management of your team
• Monitor and react to Service level alerts by managing expectations ensuring all service level agreements are consistent for Sellers.
• Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of key performance indicators such as volume, forecasting and staffing patterns.
• Partners with Operations Managers to design and agree upon service protection and staffing coverage strategies, ensures buy in and commitment at all levels allowing Workforce Management to positively support the customer experience at all times.
• Manages business and executive-level escalations, including reporting to senior- leadership; accountable for SLA, coverage and capacity delivery.
• Reviews existing processes and researches new ones for possible improvements or enhancements, designs and implements special project improvements or enhancements whenever necessary.
• Influences peer managers and internal stakeholders in functional area on their organization’s vision
• Sets objectives with team members that enable achievement of department and functional goals.
• Provides regular coaching and feedback to direct reports to help grow functional skills and leadership capability, with support from senior managers.