Workforce Management (WFM) Administrator

About the Role

Amazon.com is committed to being the world's most customer-focused company, offering vast selection, low prices, and convenience online. The Selling Partner Services (SPS) team serves as a key liaison between Amazon and our business partners, delivering exceptional support and innovative tools for merchants on the platform. We seek a Workforce Management (WFM) System Administrator to oversee our WFM back-end and front-end systems, working closely with various teams to implement critical projects and build solutions that enhance SPS Operations.

Key Responsibilities

• Provide ongoing maintenance, user training, and support for global Workforce Management systems and tools.
• Diagnose and resolve issues or implement enhancements in WFM systems by coordinating with relevant teams promptly.
• Advise partners on developing Forecast Groups, Staff Groups, and Routing Sets to optimize workforce utilization and improve business efficiency.
• Maintain accuracy and timeliness of all data exchanges within WFM systems.
• Address technical and functional inquiries, proposing and deploying fixes and improvements as needed.
• Manage user access, including setting up accounts, updating profiles, and assigning permissions.
• Develop and update internal policies and procedures related to communications.
• Engage in cross-functional activities such as gathering requirements, reviewing processes, and conducting user acceptance testing.
• Collaborate with internal IT and vendor support to resolve technical concerns.
• Participate in on-call duties, including occasional night and weekend work.
• Occasional travel both for business needs and visits to other company locations.

Required Qualifications

• A minimum of 2 years of program or project management experience.
• At least 2 years working cross-functionally with technical and non-technical teams.
• Intermediate proficiency in Excel, including pivot tables, charts, multi-criteria lookups, complex formulas, data cleansing, and array formulas.
• At least 2 years dedicated to defining and driving process improvement initiatives using data and metrics.
• Ability to prioritize multiple tasks and meet deadlines effectively, including handling complex assignments autonomously with urgency where required.
• Experience delivering exceptional customer service combined with strong analytical skills, attention to detail, and clear communication.
• Background in training roles, encompassing technical training, performance management, coaching, mentoring, or process training.
• 2 or more years of experience specifically as a Workforce Management Administrator or 3+ years in relevant WFM functions such as Forecasting, Scheduling, and Real-Time Management.

Preferred Qualifications

• More than 3 years in end-to-end delivery and reporting outcomes to senior leadership.
• Experience leading process improvements and stakeholder management across organizational levels.
• Strong skills in requirement gathering with the ability to produce clear, detailed documentation.
• Leadership or team management experience.
• Excellent written and verbal English communication skills with grammatical accuracy.
• Proficiency in data analysis and foundational Excel capabilities.
• Experience operating in fast-paced, dynamic, or international environments.
• Familiarity with automatic contact routing, VoIP, and contact center case management tools.
• 4 or more years of relevant Workforce Management analyst experience encompassing Forecasting, Scheduling, and Real-Time Management.

Additional Information

Amazon promotes an inclusive culture empowering employees to deliver best results. Accommodations are available for candidates with disabilities during the hiring process on request. Position is located in Hyderabad, Telangana, India with the ADCI HYD 16 SEZ - H83 facility.