Workflow Manager
Cebu , PH
4d ago


Workflow Manager Regular


  • Supports the site management team by optimizing the staffing requirements for the site’s needs.
  • Be actively engaged with our queue and routing mechanisms to make proactive changes for long term trends, as well as real time adjustments for events that occur.
  • Creates daily level capacity plan for a site and resolves the differences of this plan to the monthly plan provided by the global capacity planning team.
  • Coordinates with local site operations and the global capacity planning team to analyze historical data and forecast demand for that site.
  • Manages the analyses of daily, weekly, and monthly reporting of site performance via Key Performance Indicators (e.g. service levels).
  • Builds a strong relationship with the site operations team to ensure proper execution of the capacity plan as well as provides general education regarding the best workflow management practices.
  • Provides the optimal workflow and capacity planning solutions for the upcoming initiatives and new service launches at the site.
  • Manage the career growth and development of the Workflow Analysts by driving focus on Amazon's Core Values

  • Minimum of 3 years of experience in customer support operations
  • Completed 4 years degree from a credited University
  • Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change
  • Proven analytical and mathematical skills
  • Advances command of Excel and other MS Office programs
  • Ability to communicate effectively in English (verbally and written)

  • Minimum of 3 years experience in a workflow / workforce analyst role or a similar position
  • Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent
  • MBA preferred
  • Database related experience and be able to write complex SQL queries
  • Previous experience owning the scheduling of engineers agents in a customer support environment
  • Basic / Working knowledge of Six Sigma tools and Lean techniques
  • Operations Research or Capacity Planning experience is strongly preferred
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