Hyderabad
2 years ago
85 Applied
JOB ID:42836
Job Type
Full Time
Returnee Program
Functional Area
Operations
Industry
Internet/E-Commerce/Startups
Education
Not Specified
Experience Required
5 - 10 Yrs
Key Skills Required
operations, six sigma, lean
Other Skills Required
Job Description
· Manage a team of WF managers (across multiple locations) and support worldwide network of business units, and operational centers.
· Will be required to define strategies involving production and customer interaction platforms, operational contact routing, automatic investigation, telephony systems, and workforce management; evaluating improvement options;
- Leads planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites.
· Able to define metrics, goals, and strategic direction across functional area(s) in support of overall group vision.
· Leads projects/initiatives and champions projects within and outside of organization or region; influences all participants when driving projects to ensure success.
· Drives strategy and communicates BRP vision with internal and external teams
- Collaborates with Capacity Planning and Forecasting to determines location requirements by analyzing forecasting planning factors, including service levels, contact volume, contact patterns, staffing capacity, staffing, staff productivity, workforce management systems, workflow, etc.
· Identifies opportunities and risks, dives deep, and works with internal and external teams to implement solutions.
· Innovates by driving continuous enhancements and operational efficiencies across all process areas.
· Influences key stakeholders to ensure that resources needed are prioritized to achieve quantifiable results, monitoring the effectiveness after project delivery.
· Organizes team structure for multiple functional areas to ensure scalability for present and future volume needs
· Escalate all major issues and site leaders and senior leadership— whether they’re in operations or the affected businesses— ensuring the right people know of the incident at the right time.
· Communicates effectively with senior management and leaders across the organization to determine priorities and direction.
· Creates the development of internal and external communication across organization locally and globally.
· Influences peers, senior management, and external stakeholders on the organizational vision for their functional area(s)
· Continuously builds network of talent inside and outside of company
· Demonstrates and differentiates performance and leadership across multiple levels and is able to apply to hiring decisions
· Creates mechanisms to quickly on-board new talent to the organization; mentors others
· Is an effective coach and provides feedback to direct reports to help develop talent and support career development
· Sets and balances goals across team, optimizing performance against department goals and employee development
· Assesses and differentiates performance of team members across levels; articulates requirements for promotion ability to team members
· Identifies resource needs for team
· Describes the strategic importance of the department’s vision inside and outside of team
· Sets and articulates expectations around leadership behavior for team; models behavior that exemplifies AmaBasic QualificationsBachelor’s Degree in a quantitative field (engineering, economics, math, stats) required
Minimum of 5 years of work experience in Operations Management/ Workflow/ Planning role
Analytics experience in Service or Operation
Demonstrated Workflow Planning experience
Proven experience utilizing SQL, Microsoft Excel and dealing with large sets of dataSkills requiredStrong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
Ability to work swiftly and successfully in a dynamic, ambiguous environment
Ability to meet tight deadlines and prioritize workloads
Experience with making large scale decisions for a network of sitesPreferred Qualifications
Post graduate degree in Business Administration or related field
Proven working knowledge of Six Sigma tools and Lean techniques
Some programming experience is a plus to automate tools whenever appropriatezon Leadership Principles See Less
Come build the future with us
Amazon.com was launched in 1995 with the mission “to be Earth’s most customer-centric company.” What does this mean? It's simple. We're a company that obsesses over our customers. Our actions, goals, projects, programs and inventions begin and end with the customer top of mind. In other words, we start with the customer and work backwards. When we hit on something that is really working for customers, we double-down on it with hopes to turn it into an even bigger success.
Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking.
We strive to have a positive impact on customers, employees, small businesses, the economy, and communities where we’re located.
Amazonians are smart, passionate builders with different backgrounds and goals, who share a common desire to always innovate on behal
... See MoreCome build the future with us
Amazon.com was launched in 1995 with the mission “to be Earth’s most customer-centric company.” What does this mean? It's simple. We're a company that obsesses over our customers. Our actions, goals, projects, programs and inventions begin and end with the customer top of mind. In other words, we start with the customer and work backwards. When we hit on something that is really working for customers, we double-down on it with hopes to turn it into an even bigger success.
Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking.
We strive to have a positive impact on customers, employees, small businesses, the economy, and communities where we’re located.
Amazonians are smart, passionate builders with different backgrounds and goals, who share a common desire to always innovate on behalf of our customers.
This is what unites Amazonians across teams and geographies as we strive to delight our customers and make their lives easier, one innovative product, service, and idea at a time.
The scope and scale of our mission drives us to seek diverse perspectives, be resourceful, and navigate through ambiguity. See Less
