WFM Administrator, WISE

Role overview

Amazon’s Selling Partner Services team supports merchants using the marketplace and focuses on delivering responsive, reliable assistance. The team works to anticipate seller needs, build self-service solutions, and help partners serve customers better.

This opening is for a Workforce Management (WFM) System Administrator who will look after both back-end and front-end WFM platforms and tools. The role also involves working closely with cross-functional teams on business-critical initiatives and building solutions that improve operations. Strong troubleshooting ability, careful attention to detail, and a commitment to timely, high-quality delivery are essential.

What you will do

• Support, train users on, and maintain global workforce management systems and tools.
• Investigate system issues or enhancement requests and work with the right stakeholders to close them quickly and correctly.
• Help partners design forecast groups, staff groups, and routing sets to improve capacity use and operating efficiency.
• Maintain accuracy and timeliness in all data exchanged with WFM platforms.
• Handle technical and functional questions, incidents, and service requests by applying fixes or improvements where needed.
• Set up access for users across systems and services.
• Create, update, and manage user profiles, permissions, and accounts.
• Prepare and maintain internal policies and process documentation.
• Take part in requirements collection, solution review, and user acceptance testing with cross-functional teams.
• Coordinate with internal IT teams and vendor support teams when required.
• Be available for on-call support, including some nights and weekends.
• Travel occasionally for business and to other company locations as needed.

What we’re looking for

• At least 2 years of program or project management experience.
• At least 2 years of experience working across technical and non-technical teams.
• Intermediate Excel skills, including pivot tables, charts, lookup formulas, IF/nested logic, data cleanup, and array formulas.
• At least 2 years of experience using data and metrics to drive process improvements.
• Ability to manage several assignments at once while meeting deadlines and responding quickly to urgent tasks.
• Strong customer focus, analytical thinking, attention to detail, and clear communication skills.
• Background in training, technical training, coaching, mentoring, performance support, or process training.
• 2+ years in a Workforce Management Administrator role, or 3+ years of relevant WFM user experience in forecasting, scheduling, or real-time management.

Preferred background

• 3+ years of end-to-end delivery experience with the ability to share results with senior leadership.
• 3+ years of experience improving processes.
• Experience working with multiple stakeholders at different levels.
• Ability to gather requirements and document them clearly and in detail.
• Experience influencing teams or leading people and teams.
• Strong written and spoken English with the ability to produce accurate, concise responses.
• Data analysis experience and solid Excel capability.
• Comfort working in a fast-moving, changing, or international environment.
• Exposure to automatic contact routing, VoIP, and contact center case management tools.
• 3+ years in a Workforce Management Administrator position, or 4+ years of relevant WFM analyst experience in forecasting, scheduling, or real-time management.

Additional information

The company supports workplace accommodations during the application, interview, and onboarding process for candidates with disabilities. If the relevant country or region is not shown in the accommodation resources, applicants should contact their recruiting partner.

Company: ADCI HYD 16 SEZ - H83

Job ID: A10371372

Work schedule and travel

This position includes on-call responsibility, which may require working nights and weekends. Occasional business travel and travel to other company facilities may also be required.