Dls Wfm Manager, Pxt Disability&Leave Services
hace 24 horas
BS Degree in a quantitative field (engineering, economics, math, stats) - Currently in an L5 position in Amazon - 2+ years' experience as people manager - 2+ years' experience in Workforce management - 2+ years' experience in data analysis and reporting - Understanding of staffing plan models and WFM metrics - Experience with scheduling system tools such as CSSM or Amazon Vibe - Experience in building and analyzing models using various statistical tools for forecasting and optimization - Excellent communication and negotiation skills - Experience managing teams with analytical profiles - Proficient in Microsoft Excel
Job summary
Our WFM Management team is looking for an enthusiastic WFM Manager who is passionate about learning new processes, reporting, analytics and process improvement.
Key job responsibilities
- Lead and manage a team of Real Time Analysts & Workforce Analysts across sites and regions, providing ongoing development and management of your team
- Create the optimal capacity plan/strategy for the business by managing trade-offs between customer experience/service levels, employee experience, and cost efficiency
- Perform root cause analysis and implement preventive & corrective actions to address any issues related to performance of KPIs
- Manage stakeholders' expectations and build excellent communication with internal customers at a global level
- Mitigate capacity risks by managing dependencies across multiple operating units and markets across different countries
- Coordinate with Operations and Finance teams to analyze historical data and forecast demand and proper staffing needs
- Manage the analyses of daily, weekly, and monthly reporting of contact center performance
- Support local site management to optimize staffing requirements
- Fully leverage existing technology, including global standardization of reporting
- Challenge existing processes looking towards optimization and implementing effective improvements
- Hire, develop and retain the human talent required to work in an analytical, demanding and ambiguous environment
- Complete understanding of Amazon Connect - Proficient in SQL - MBA Degree - Data Analysis experience in Customer Service or Operations - Statistical programming experience using R or Python - Knowledge of Six Sigma/Lean Processes - Experience in developing reports and dashboards using QuickSight, OBIEE, Tableau or other reporting platforms
-
Dls Case Manager, Disability and Leave Services
hace 3 días
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoBachelor’s degree or 3+ years of professional experience. - 1+ year of experience in Human Resources or DLS. - Demonstrated Experience in MS Word, Excel, Access, Outlook and PowerPoint. Job summary Key job responsibilities - Initiate and respond to inquiries about leave and disability events, benefits, and options available to employees - Serve as a...
-
Dls Case Manager, Disability And Leave Services
hace 19 horas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoBachelor's degree or 3+ years of professional experience.- 1+ year of experience in Human Resources or DLS.- Demonstrated Experience in MS Word, Excel, Access, Outlook and PowerPoint.Job summaryKey job responsibilities- Initiate and respond to inquiries about leave and disability events, benefits, and options available to employees- Serve as a point of...
-
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoProven project management ability that shows how to organize, find solutions, and follow through to a successful conclusion - Proven leadership implementing projects in a fast-paced and rapidly changing environment - Graduate Degree Job summary At Amazon we're working to be the most customer-centric company on earth. To get there, we need exceptionally...
-
Quality Manager, Disability
hace 6 días
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoBachelor’s degree in Finance, HR, IT or a related field - Four years of experience in any of the following quality related fields; auditing, ACES, Six Sigma, Lean, quality assurance, risk management or process improvement - Three years leading a team of direct and indirect reports - Experience with test planning, implementing and maintaining high quality...
-
Dls Case Manager, Dls Latam
hace 23 horas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo2+ years working at Amazon- +6 months in current role- In-Progress or completed Bachelor's Degree (or equivalent) from an accredited university/school in Business or a related career- 1+ Years of demonstrated customer service and communication skills, both verbal and in writing.- Proven ability to think strategically.- Detail orientation with ability to...
-
Dls Escalations Specialist, Dls Escalations
hace 23 horas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoBachelor's degree in HR, business, or other relevant field, or equivalent professional or military experience- 2+ years overall relevant experience, specializing in working with employees on disability, leave of absences, human resources, or employee relations functions.- Knowledge of federal and state disability laws regarding access for people with...
-
Dls Manager, Manager
hace 2 días
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoMinimum 5 years of managerial and contact center experience. - Bachelor’s degree or equivalent in a field such as Business Administration, Human Resources or related. - 3+ years working at Amazon. - Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards. - Advanced level of Microsoft Package...
-
Disability Case Management Specialist
hace 2 días
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoJob SummaryWe are building a best-in-class case management program to deliver leave of absence, disability and accommodation services to Amazon employees across the U.S.The Case Specialist will be an individual contributor providing support for case management for leave of absence and disability life events. They are highly skilled in case review, document...
-
Manager Ii Wfm
hace 23 horas
San José, Costa Rica Webhelp A tiempo completo**Workforce Management (WFM)****Location**- Pavas, Costa Rica***Job Title:Manager II WFM**Job Description**:Incumbent responsible for managing End to end WFM delivery, must of Team management experience in large operations for multinational operation locations.WFM delivery, Financial planning knowledge is mandatory.**Responsibilities**- Participates in the...
-
Senior Disability Services Manager
hace 6 días
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoAbout the RoleAt Amzn Support Srvcs Costa Rica, we are seeking an experienced Senior Disability Services Manager to join our team. As a key member of our leadership group, you will play a crucial role in developing and implementing strategies to promote diversity, equity, and inclusion within our organization.The ideal candidate will possess strong...
-
Accommodation Consultant, Dls
hace 17 horas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoAn individual in this position must understand Amazon business operations and have a general understanding of statutory leaves and disability policies and laws, in addition to understanding the job accommodation processes including utilization of internal resources - 1+ years of experience managing case or providing support to employees on disability, leave...
-
Us Case Specialist
hace 5 días
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo1+ Years of experience in customer service or Human Resource management or Case management or Leave & Disability management - Bachelor’s degree from accredited university or equivalent experience - Intermediate proficiency in MS Word, Excel, Access, Outlook and PowerPoint Job summary Amazon’s Disability and Leave Services (DLS) team in the Employee...
-
Manager, Creator Comp Ops, Amp
hace 23 horas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo2+ years of demonstrated people management/leadership role.- Experience using data and metrics to drive improvements.- Experience working effectively across functional teams, building cross-functional relationships, and representing the interests of the customer to internal teams like Finance and Operations.- Experience working at a large company with...
-
San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoAbout the Role:">The Senior Quality Assurance Manager will be responsible for leading a team of quality auditors globally to deliver regular metrics and analysis of the overall health of the Disability Leave Services (DLS) program.">This role requires collaboration with internal and external stakeholders across geographic boundaries and varying levels of the...
-
Latam Amp Hub Team Lead
hace 1 semana
San José, Costa Rica Pfizer A tiempo completoWhy Patients Need You Our manufacturing logistics and supply team makes sure that customers and patients have the medicines they need, when they need them. You will help bring medicines to the world even faster by embracing challenges, imagining what’s possible and taking action. Above Market Planning (AMP) Hub Cluster Team Lead for Latin America has...
-
Amp Senior Supply Planner
hace 1 día
San José, Costa Rica Pfizer A tiempo completo- Why Patients Need You- Our Above Market Planning (AMP) team makes sure that customers and patients have the medicines they need, when they need them.You'll help bring medicines to the world even faster by embracing challenges, imagining what's possible and taking action.- What You Will Achieve- Responsible for ensuring successful performance of the supply...
-
Amp Senior Supply Planner
hace 17 horas
San José, Costa Rica Pfizer A tiempo completoWhy Patients Need You - Our Above Market Planning (AMP) team makes sure that customers and patients have the medicines they need, when they need them. You’ll help bring medicines to the world even faster by embracing challenges, imagining what’s possible and taking action. - What You Will Achieve - Responsible for ensuring successful performance of the...
-
Quality Auditor
hace 23 horas
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completoBachelor's degree or 5 + years of professional or military experience- 1+ year of experience in Human Resources or customer service in a leave and/or disability field- 2+ years of relevant audit and/or operational experience.- Experience creating audits and outcome reports.- Experience in MS Word, Excel, Access, Outlook and PowerPointJob summaryAt Amazon we...
-
Dls Case Manager
hace 6 días
San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo1+ years HR related field experience - In-Progress or completed Bachelor's Degree (or equivalent) in Business or a related career - 2+ Years of demonstrated customer service and communication skills - Proven ability with Windows, Word, Excel, and PowerPoint - Fluent in speaking, reading and writing in French and English Job summary This role provides...
-
Sr. Workforce Scheduler
hace 23 horas
San José, Costa Rica Amazon Web Services Costa Rica Sociedad De Responsabilidad Limitada - K56 A tiempo completo5+ years of program or project management experience- 3+ years of working cross functionally with tech and non-tech teams experience- 3+ years of defining and implementing process improvement initiatives using data and metrics experience- Bachelor's degree in Business Administration, Operations Management, Data Science or related field.- Experience defining...