WFM Administrator, WISE

Role overview

Amazon is focused on being the most customer-obsessed company on earth, enabling people to discover and purchase a vast range of products online at great value and with convenience. Within Selling Partner Services, the team serves as the main point of contact for merchants on the platform, delivering support that anticipates seller needs, resolves issues quickly, and improves the tools and processes that help partners serve their customers better.

The organization is hiring a Workforce Management (WFM) System Administrator to look after the front-end and back-end WFM tools and systems. This role partners with multiple teams to support critical initiatives and create solutions that improve operations. Success in this position depends on strong troubleshooting ability, attention to detail, and consistently delivering accurate work on schedule.

What the role involves

• Provide ongoing support, user guidance, and maintenance for global workforce management tools and systems.
• Investigate WFM-related issues and enhancement requests, coordinate with the right stakeholders, and help drive timely resolution.
• Review and advise on the setup of forecast groups, staff groups, and routing sets to improve efficiency and utilization.
• Ensure data moving into and out of WFM systems remains accurate and delivered on time.
• Handle technical and functional queries, then implement or recommend fixes and improvements where needed.
• Manage user access, including account creation, profile updates, and permission maintenance.
• Prepare and maintain internal communication guidelines, policies, and procedures.
• Take part in requirements collection, solution review, and user acceptance testing across functions.
• Coordinate with internal IT support and external vendor technical teams when required.
• Provide on-call support, including some night and weekend coverage.
• Be available for occasional business travel and visits to other company locations.

Experience and qualification expectations

The role calls for 2+ years of program or project management experience, along with 2+ years of cross-functional work with technical and non-technical teams. Candidates should have intermediate Excel capability, including pivot tables, charts, multi-criteria lookups, nested IF logic, data cleansing, and array formulas. You should also have 2+ years of experience driving process improvements using data and metrics, while managing multiple priorities and deadlines effectively.

Strong customer focus, analytical thinking, attention to detail, and clear communication are important. Background in training, technical training, process training, or a combination of training, performance management, and coaching is expected. In addition, applicants should have 2+ years of experience as a Workforce Management Administrator, or 3+ years of relevant WFM user experience covering forecasting, scheduling, and real-time management.

Preferred background

Additional advantages include 3+ years of end-to-end delivery experience with communication to senior leadership, 3+ years of process improvement work, and experience managing stakeholders at different levels. The company also values candidates who can gather requirements and document them clearly, lead or influence teams, work in written and spoken English with strong grammar and precision, and operate effectively in fast-moving or international environments. Exposure to automatic contact routing, VoIP, and contact center case management tools is also beneficial. A stronger profile includes 3+ years as a WFM Administrator or 4+ years as a WFM analyst in forecasting, scheduling, or real-time management.

Additional information

Amazon supports workplace accommodations for candidates who need adjustments during the application, interview, or onboarding process. If accommodation information is needed for the country or region where you are applying, you may need to contact the recruiting partner directly. Company code: ADCI HYD 16 SEZ - H83. Job ID: A10371372.