Queue Manager Salary in India - PayScale

This position will be responsible for providing remote Level 2 technical support in form of responding to customer calls or emails, incident triage and acknowledgement, status updates and other ITIL based L2 activities, for the Sensormatic Solutions Loss Prevention and Security products implemented at Retail customers premises, globally.Skills Summary::5 Years of L2/L1 Support experience in End user support/Desktop support : Windows operating system : Local and Network Installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands:3 Years as L2/L1 Support Specialist in End user support/Desktop support : Hardware that includes Video conference, Standard Desktop and laptop, Printer, Plotter, Scanner, Desk Phone, IMAC:D etcMandatory Skills and Experience::Bachelors in CS or IT or equivalent:CCNA (Collaboration/Security/Cloud) or MCSE (Business Applications/Cloud Platform and Infrastructure) or similar certification:Minimum 5 years of ITIL based full cycle remote L2 Technical Support involving enterprise level both H/W and S/W systems.:Have experience on L2 support for enterprise Electronic Article Surveillance and CCTV security systems.:Strong hardware diagnostics skill involving remote EAS systems.:Must possess a solid understanding of Microsoft Windows server and desktop operating systems.:Ability to interact with customers professionally.Desirable::IT Security Management/ Cloud Computing Certification:Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas.:Must possess excellent problem solving and communication skills. Must be flexible, dependable and able to multi:task with priority.:Able to Lead and guide the team, able to resolve tough business problems and prepare documentation for future use.:Advanced CCNP certification or equivalent:Must possess excellent troubleshooting and simulating experience in HW and NW domain.Job Responsibilities::Provide technical assistance and consultancy to RDC Analysts on various Sensormatic products.:Take ownership of customer issues escalated from Support Analysts:Provide remote support for various hardware issues (involving CCTV Systems, temperature sensors and other EAS devices) in the customer environment.:Perform in:depth problem analysis and isolate problems of local or enterprise:wide scope:Coordinate documentation of customer problem report in preparation for 3rd level escalation.:Ensure efficient telephone queue and inbound email queue coverage.:Achieve and maintain targeted performance metrics per established RDC team goals.:Contribute new or updated technical or procedural content to the technical support knowledge base.

When everything's connected, how we connect is everything… and we'd like to connect with you too! We are looking for you to help us deliver exceptional customer experiences as a Senior IT Software Asset Management Specialist.At TTEC, we help global brands provide a great experience to their customers, build customer loyalty, and grow their business. We were founded on one guiding principle: customer experiences that are simple, inspired, and more human deliver lasting value for everyone. Your role brings that principle to life.TTEC, a 50,000 employee, global customer experience pioneer, is opening a new information technology and data science center of excellence in Hyderabad where you'll have the opportunity to get in on the ground floor of this expansion.As a technologist, we know you're in high demand. And we know it's important you find the right fit for your future. Have ideas you want to contribute? We're listening. Looking for exposure to different clients, different technologies? It's what we do. Want to make an impact on the future? We're innovating every day. Teamwork key? You'll have the opportunity to work on global projects with a knowledge-thirsty, international team. Join our inclusive IT team and you'll help create meaningful employee experiences that drive memorable customer experiences.You’ll be responsible for the life cycle management of HW and SW, training of sites in using the asset management system, processes and tools, software license tracking and site physical inventories and data reconciliation. Responsible for asset management assignment and tracking associated with the global On-boarding and off-boarding of employees within the asset management system..What you’ll bring to us:* Timely resolution of TTSD Asset Management Work orders in queue* Asset Management Site Physical Inventory which includes: Scanning of IT equipment (e.g. desktop computers, laptops, printers, servers, telecom equipment) (initial site scan within 3- 6 months of site set-up and annual physicals or as required), Inventory of Furniture & Fixtures, Training Site Facilities and IT leads on Asset Database Management Processes and Notifying management of any discrepancies in inventory reconciliation or current business practices being followed at site* Asset control management which includes: Performing reconciliation of actual physical count versus database records, issuing reports about the exceptions and initiate actions, Asset retirement management, Control of laptops and software Work with sites and other Teletech departments to ensure completion of tasks and compliance to company policies and procedures.* Software license and maintenance management which includes: Receiving software media and licenses, Maintaining software media library, License deployment in conjunction with approved TTSD work order and Conducting 3 way matching audit of all licenses utilized by the company and issue recommendation to management.* Data entry & analysis which includes: Updating and maintaining asset or inventory listing in the TTAM Asset database. Updating and maintaining settings or information for new hires/remote locations for region and Mass data upload/updates of database for assetsWhat skills you’ll need:* BS Computer Science graduate or equivalent courses*2-4 years experience in Technology related position* With actual work experience in asset database, related tools and applications, Oracle exposure a plus* General knowledge and understanding of software licensing, preferredEmployment Requirements: TTEC requires all employees hired in the India to successfully pass a background check including employment credentials, education, permanent and current address verification and if applicable, immigration and work permit documentation as a condition of employment. Depending on location and client program, a drug test may also be required as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. You will be asked to share with TTEC as well as its representatives, all such personal information that it may require to conduct such background verification and also agree to TTEC and its representatives collecting and storing such personal information and transferring the same, whether in India or abroad.

BASIC QUALIFICATIONS• Bachelors degree in a Computer Science related field or related experience • 2+ years of experience in a Trust and Safety or similar environment working with issues related to online abuse. • Understanding of Internet security concepts and vulnerabilities. • Demonstrated success in resolving complex technical escalations and cause of error post mortem creation • Customer handling, conflict resolution, and problem-solving skills; focus on quality in customer experience • Proficient in MS Office suite including Word, Outlook, and ExcelDESCRIPTIONAWS Trust & Safety Abuse Investigation & Prevention Team is a global team that focuses on scenarios where AWS hosted resources negatively impact third party on the Internet. The team is key in maintaining the reputation of AWS's IP space. The team vets potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. Abuse Investigation & Prevention acts as the first line of defense for AWS by analyzing trends and reporting findings to AWS service teams as needed. The team devotes their time and attention to helping identify impactful customer scenarios such as these. They classify incoming reports of abuse while exercising sound judgment in the decisions they make. Team members display strong technical skills while providing complex AWS account support to our customers and other AWS teams.Our environment is fast-paced and requires someone who is flexible, biased for action, detail-oriented, holds high personal standards, and is comfortable tracking multiple threads across many teams. This is an inherently cross-functional role that requires close collaboration with multiple teams across the organization to develop scalable and sustainable solutions.As an AWS Trust and Safety Specialist I, you'll engage with complex customers, providing SME (Subject Matter Expert) advice, escalation support and deep dive analysis. You will use your expertise to identify continuous improvement opportunities, program manage Enterprise offerings, and leverage the Voice of the Customer to drive global strategic solutions. You will tackle the most impactful issues to drive scalable and long-term solutions that protect and mitigate abuse. You will facilitate cross functional stakeholder meetings with AWS Enterprise teams including Technical Account Managers (TAM's), Sales, and Solution Architects. As one of the most technically proficient members of the team, you will also act in a mentor capacity whenever possible helping to ensure the continued growth and success of the AWS Trust and Safety team.Key job responsibilities• You will work with internal and external stakeholders to investigate, identify root-causes of operational issues and process inefficiencies for AWS• Investigate escalated abuse issues, and deep dive to identify the root cause of the problem. You will occasionally work under high pressure in arising situations to identify a problem, develop a solution, and provide expertise on behalf of T&S for internal and external stakeholders• Help to influence leadership decisions regarding company policy, emerging trends and detection and response policies across customer segments for abuse issues• Drive high-impact and highly cross-functional initiatives while simultaneously tracking a set of smaller projects• Drive project facilitation and goal setting for T&S improvement programs• Evolve the team and mentor T&S to effectively mitigate large scale abuse events• Ability to work weekends and/or evenings as needed• Lead incident/problem reviews and ad hoc analyses to identify gaps and influence system and process improvements• Work to become a subject matter expert regarding all types of abuse outlined in the AWS Acceptable Use Policy (https://aws.amazon.com/aup/)• Own escalated AWS customer issues• Quickly assess customer issues in order to provide accurate support• Act as a high-judgement decision maker for escalated situations where there may be no established SOP• Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support• Assume responsibility for developing detailed knowledge about AWS specific services and then using that knowledge to identify training gaps• Investigate the details of abuse reports and develop processes and responses to help resolve the issue• Be able to work independently, while knowing how/when to handle or escalate critical customer issues• Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience• Assist with customer communications and support during AWS critical events• Manage queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up• Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance• Drive projects that improve support-related functions and processes• Provides leadership and security teams with feedback on policies, procedures and tools that need improvement or creationAbout the teamDiverse Experiences Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. Why AWS Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud. Inclusive Team Culture Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.Mentorship and Career GrowthWe're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. We are open to hiring candidates to work out of one of the following locations:Bangalore, KA, INDPREFERRED QUALIFICATIONS• Excellent oral and written communication skills • Strong technical support ability and aptitude regarding Abuse/Security practices • Must be willing and able to participate in an on-call rotation for emergent abuse-related situations. • Exceptionally strong customer handling, conflict resolution, and problem-solving skills; focus on quality in customer experience • Strong fluency with Web Technologies and the Internet • Working knowledge of networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing • SQL and/or other relational database experience • Knowledge of both Windows and Linux/Unix OS• Experience with Amazon Web Services products and features or Cloud Computing technologiesSalary: . Date posted: 04/04/2024 09:30 AM

BASIC QUALIFICATIONS- 3+ 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- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL- Experience defining program requirements and using data and metrics to determine improvementsDESCRIPTIONAmazon is looking for a motivated individual for the profile of Program Manager-II to lead the shipper experience charter for its Amazon Shipping team.Key job responsibilitiesIn this role, Key job responsibilities include1. Defining overall strategy to execution roadmap (OP plan) for policy, program, product initiatives, ensuring stakeholder buy in and planning headcount requirements to enable the initiatives to drive Shipper Support experience enhancement.2. Driving collaboration across functions (Sales, Operations etc.) to enable implementation of solves to enhance shipper experience, enabling leadership visibility to performance and key metrics and streamlining monthly, quarterly review of metrics to take in leadership guidance and inputs, Identification of strategic partnerships internally/externally that can benefit SWA (E.g. A.in Cx, SDS for delivery related Shipper contacts, regular cadences with WW Product and Portfolio managers to ensure launch of papercuts, parity initiatives.)3. Shipper Support Design and SOP modification: Simplification of Shipper support SOPs to ensure: (3.1) Faster resolution; (3.2) Enhanced quality of resolution; (3.3) Enhanced agent experience & productivity. Exploring models like direct routing (e.g. delivery escalation directly routed to LM) to reduce queue changing time and hence improve overall SLAs, self-serve (e.g. auto update on status check cases for faster resolution)4. Benchmarking with ICs, creation and ownership of Shipper Central Support and Tracking experience strategy and roadmap5. Perform data analysis proactively to generate actionable insights and identify actionability at agent/support team side, business side, product side etc. to reduce Contact per shipment. Own the design, development, and improvement of ongoing metrics, reports, Standard operating procedures etc. This will include accessing and analyzing contact data and working extensively with external and internal teams. 6. Visibility on Support performance: Provide visibility to key recipient contact metrics and analytical insights to leadership via WBR, MBR and QBRs, highlighting areas that require support, and ensuring creation of dashboards and reporting to ensure stakeholder visibility.7. Creating GTM strategy for feature launches and working with WW and IN product to ensure launch to adoption to improve shipper experience.We are open to hiring candidates to work out of one of the following locations:Bengaluru, KA, INDPREFERRED QUALIFICATIONS- 3+ years of driving end to end delivery, and communicating results to senior leadership experience- 3+ years of driving process improvements experience- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization- Experience building processes, project management, and schedulesSalary: . Date posted: 04/04/2024 10:21 PM

BASIC QUALIFICATIONS- 3+ 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- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL- Experience defining program requirements and using data and metrics to determine improvementsDESCRIPTIONWe are looking for a motivated individual to help in driving Customer Experience for Amazon Shipping by setting up best in class Recipient Support mechanisms and driving Recipient Insight generation & analysis program.Key job responsibilities1. Designing overall strategy and execution roadmap (OP plan) for policy, programmatic, product and headcount requirements to enable improvement in Recipient Experience.2. Driving collaboration across functions (Sales, Operations etc.) to enable implementation of solves to enhance shipper experience, enabling leadership visibility to performance and key metrics and streamlining monthly, quarterly review of metrics to take in leadership guidance and inputs, Identification of strategic partnerships internally/externally that can benefit SWA (Eg. A.in Cx, TRMS for claims etc., regular cadences with WW Product and Portfolio managers to ensure launch of papercuts, parity initiatives.3. Recipient Support Design: Evaluation of right stakeholder teams (CS/ SDS/NOC) to handle different contact types, and working with Tech, product to design the flows. Working with support teams on the right models to enhance overall support efficiency (e.g. dedicated vs ringfenced models) to enhance SLA, and enhancing resolution experience thereby balancing queue transfer time (escalation routing design based on SLA expected, type of SIC, complexity)4. Benchmarking with ICs, creation and ownership of recipient Central strategy and feature roadmap, and driving the same with product stakeholders.5. Perform data analysis proactively to generate actionable insights and identify actionability at agent/support team side, business side, product side etc to reduce Contacts per shipment. Own the design, development, and improvement of ongoing metrics, reports, Standard operating procedures etc. This will include accessing and analyzing contact data and working extensively with external and internal teams.6. Visibility on Support performance: Provide visibility to key recipient contact metrics and analytical insights to leadership via WBR, MBR and QBRs, highlighting areas that require support, and ensuring creation of dashboards and reporting to ensure stakeholder visibility.7. Creating GTM strategy for feature launches and working with product to ensure launch to adoption to improve recipient experience.We are open to hiring candidates to work out of one of the following locations:Bengaluru, KA, INDAbout the teamAmazon Shipping India aims to be India's fastest most reliable carrier in small parcel segment. We are a rapidly growing business externalizing Amazon Transportation to the growing D2C base in India.We are open to hiring candidates to work out of one of the following locations:Bangalore, KA, IND | Bengaluru, KA, INDPREFERRED QUALIFICATIONS- 3+ years of driving end to end delivery, and communicating results to senior leadership experience- 3+ years of driving process improvements experience- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization- Experience building processes, project management, and schedulesSalary: . Date posted: 04/10/2024 09:15 AM

DESCRIPTIONInterested in improving the technology and features powering Alexa? Come work on it. We are building the speech and language solutions behind Amazon Echo and other Alexa-enabled products and services.Alexa Data Services’ (ADS) mission is to provide high-quality labelled data at high-speed and low-cost for machine learning (ML) technologies. As Team Manager, you will be responsible to :• Manage & monitor performance on job or queue adherence, volume, and quality• Support hiring and training of new Associates• Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis• Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities• Track quality and utilization metrics• Provide regular, formal & informal feedback to direct reports• Identify and help implement process-related improvement using methodologies s• Communicate effectivelyKey job responsibilities As Team Manager, you will be responsible for : • Manage job assignment on a day-to-day basis, monitoring performance on job or queue adherence, volume, and quality • Support hiring and training of new Associates • Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis • Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities • Liaise with Program Management and other global operations team leads to manage risks & propose mitigation strategies • Track quality and utilization metrics • File and track tickets, following up on blocks to productivity • Provide regular, formal & informal feedback to direct reports • Identify and help implement process-related improvement using methodologies such as Kaizen, six sigma, or lean • Communicate effectively A day in the lifeAs Team Manager, you will be responsible to :• Manage & monitor performance on job or queue adherence, volume, and quality• Support hiring and training of new Associates• Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis• Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities• Track quality and utilization metrics• Provide regular, formal & informal feedback to direct reports• Identify and help implement process-related improvement using methodologies s• Communicate effectivelyWe are open to hiring candidates to work out of one of the following locations:Chennai, TN, INDBASIC QUALIFICATIONS Bachelor Degree (Any Stream) or advanced college education or experience in a Leadership or related position with management. • Proficiency in verbal and written communication skills • Experience in understanding performance metrics and developing them to measure progress against key performance indicators • Overall 7-8 yrs of work experience out of which, at least 3 yrs should have been in a team management role • Must have driven process improvements in the current rolePREFERRED QUALIFICATIONS • Experience with process improvement/quality control tools and methods • Demonstrated ability to lead diverse talent within a team, work cross-functionally, and build consensus on difficult issues • Excellent communication, strong organizational skills and very detail-oriented • Strong interest in hiring and developing people in their respective roles • Leadership experience in coaching and performance management • Experience in managing process and operational escalations • Experience with aspects of speech and language technology

DESCRIPTIONInterested in improving the technology and features powering Alexa? Come work on it. We are building the speech and language solutions behind Amazon Echo and other Alexa-enabled products and services.Alexa Data Services’ (ADS) mission is to provide high-quality labelled data at high-speed and low-cost for machine learning (ML) technologies. As Team Manager, you will be responsible to :• Manage & monitor performance on job or queue adherence, volume, and quality• Support hiring and training of new Associates• Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis• Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities• Track quality and utilization metrics• Provide regular, formal & informal feedback to direct reports• Identify and help implement process-related improvement using methodologies s• Communicate effectivelyKey job responsibilities As Team Manager, you will be responsible for : • Manage job assignment on a day-to-day basis, monitoring performance on job or queue adherence, volume, and quality • Support hiring and training of new Associates • Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis • Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities • Liaise with Program Management and other global operations team leads to manage risks & propose mitigation strategies • Track quality and utilization metrics • File and track tickets, following up on blocks to productivity • Provide regular, formal & informal feedback to direct reports • Identify and help implement process-related improvement using methodologies such as Kaizen, six sigma, or lean • Communicate effectively A day in the lifeAs Team Manager, you will be responsible to :• Manage & monitor performance on job or queue adherence, volume, and quality• Support hiring and training of new Associates• Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis• Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities• Track quality and utilization metrics• Provide regular, formal & informal feedback to direct reports• Identify and help implement process-related improvement using methodologies s• Communicate effectivelyAbout the teamInterested in improving the technology and features powering Alexa? Come work on it. We are building the speech and language solutions behind Amazon Echo and other Alexa-enabled products and services.Alexa Data Services’ (ADS) mission is to provide high-quality labelled data at high-speed and low-cost for machine learning (ML) technologies. We are open to hiring candidates to work out of one of the following locations:Hyderabad, TS, INDBASIC QUALIFICATIONS Bachelor Degree (Any Stream) or advanced college education or experience in a Leadership or related position with management. • Proficiency in verbal and written communication skills • Experience in understanding performance metrics and developing them to measure progress against key performance indicators • Overall 7-8 yrs of work experience out of which, at least 3 yrs should have been in a team management role • Must have driven process improvements in the current rolePREFERRED QUALIFICATIONS • Experience with process improvement/quality control tools and methods • Demonstrated ability to lead diverse talent within a team, work cross-functionally, and build consensus on difficult issues • Excellent communication, strong organizational skills and very detail-oriented • Strong interest in hiring and developing people in their respective roles • Leadership experience in coaching and performance management • Experience in managing process and operational escalations • Experience with aspects of speech and language technology

BASIC QUALIFICATIONS- 3+ years of program or project management experience- 3+ years of working cross functionally with tech and non-tech teams experience- 3+ years of delivering cross functional projects experience- Experience defining program requirements and using data and metrics to determine improvements- Experience managing teamsDESCRIPTIONAs Workforce Manager, Buyer Abuse you will be responsible to lead a team of workflow analysts [RTAs] to drive service levels and Site Operational metrics. You will play a direct role towards cost reductions through productivity improvement, as well as identify opportunities to stream-line existing processes and eliminate waste. Key job responsibilitiesWorkflow Manager Key Responsibilities• 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 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 ValuesWe are open to hiring candidates to work out of one of the following locations:Hyderabad, TS, INDPREFERRED QUALIFICATIONS- Experience implementing repeatable processes and driving automation or standardization- Experience in data mining, data management, reporting, and SQL queriesSalary: . Date posted: 04/18/2024 09:49 AM

BASIC QUALIFICATIONS- 3+ 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- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL- Experience defining program requirements and using data and metrics to determine improvementsDESCRIPTIONAmazon is looking for a motivated individual for the profile of Program Manager-II to lead the shipper experience charter for its Amazon Shipping team.Key job responsibilitiesIn this role, Key job responsibilities include1. Defining overall strategy to execution roadmap (OP plan) for policy, program, product initiatives, ensuring stakeholder buy in and planning headcount requirements to enable the initiatives to drive Shipper Support experience enhancement.2. Driving collaboration across functions (Sales, Operations etc.) to enable implementation of solves to enhance shipper experience, enabling leadership visibility to performance and key metrics and streamlining monthly, quarterly review of metrics to take in leadership guidance and inputs, Identification of strategic partnerships internally/externally that can benefit SWA (E.g. A.in Cx, SDS for delivery related Shipper contacts, regular cadences with WW Product and Portfolio managers to ensure launch of papercuts, parity initiatives.)3. Shipper Support Design and SOP modification: Simplification of Shipper support SOPs to ensure: (3.1) Faster resolution; (3.2) Enhanced quality of resolution; (3.3) Enhanced agent experience & productivity. Exploring models like direct routing (e.g. delivery escalation directly routed to LM) to reduce queue changing time and hence improve overall SLAs, self-serve (e.g. auto update on status check cases for faster resolution)4. Benchmarking with ICs, creation and ownership of Shipper Central Support and Tracking experience strategy and roadmap5. Perform data analysis proactively to generate actionable insights and identify actionability at agent/support team side, business side, product side etc. to reduce Contact per shipment. Own the design, development, and improvement of ongoing metrics, reports, Standard operating procedures etc. This will include accessing and analyzing contact data and working extensively with external and internal teams. 6. Visibility on Support performance: Provide visibility to key recipient contact metrics and analytical insights to leadership via WBR, MBR and QBRs, highlighting areas that require support, and ensuring creation of dashboards and reporting to ensure stakeholder visibility.7. Creating GTM strategy for feature launches and working with WW and IN product to ensure launch to adoption to improve shipper experience.We are open to hiring candidates to work out of one of the following locations:Bengaluru, KA, INDPREFERRED QUALIFICATIONS- 3+ years of driving end to end delivery, and communicating results to senior leadership experience- 3+ years of driving process improvements experience- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization- Experience building processes, project management, and schedulesSalary: . Date posted: 04/18/2024 09:24 AM

BASIC QUALIFICATIONS- 2+ years of program or project management experienceDESCRIPTIONAt Amazon, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes to join us as WFM Program Manager for SEPO Vertical. The ideal candidate has a positive attitude and is a result oriented individual with willingness to work in a 24/7 environment. He/She should be able to clearly understand in-scope and out-scope for delivering end product or service, ensures in time delivery of product or service as per customer expectations without gold plating. Creates and adopts standard work methodology for daily work to reduce re-work, manual work, error identification time and waste. Clearly communicates to all stakeholders the Timeline, description of end product or service quality, risks and resources needed and is also able to write narratives. Job Description: We are looking for an exceptional program manager who is passionate about Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us within the SEPO Workforce Program Manager team. The ideal candidate will possess both technical background that enables him/her to work with technology and a demonstrated ability to think broadly and strategically about global initiatives. He/she will experience a wide range of problem solving situations, strategic to real-time, requiring understanding of technical infrastructure and stakeholder expectations. • Clearly defines In-Scope and Out-Scope projects, managing various tools or technology launches and support configuration for the SRCM and product team. • Working with cross-disciplinary and cross functional teams like Operations, Training, TASA, Data Engineering, SRCM and Tech Teams. • Becomes the "subject matter expert" on the projects they are leading advising their peers, managers and SMT. • Collaborate with the Engineering and Ops Analytics team and drive automation solutions for queue monitoring, alert mechanisms, report out communication and driving operational responses to threshold breaches. • Creating standardization and guidelines/playbooks for assessing multiple variables in making trade off decisions with a view to make the decision making more efficient and accurate. • Monitor overall program's progress, the execution and ensure the delivery is to an appropriate level of quality, ensuring the overall integrity of the program. At the same time anticipate risks, resolve issues and initiate corrective action as appropriate. • Collaborates with Capacity Planning and Forecasting to determine location requirements by analyzing forecasting planning factors, including service levels, contact volume, contact patterns, staffing capacity, staffing, staff productivity, workforce management systems, workflow, etc. • Working with wider Workforce Management Team define, prioritize and plan the projects that need to be implemented to execute. Provide guidance by investigating trends, hypothesis and gaps using data and other forensic evidences and build transformation plan in agile fashion. We are open to hiring candidates to work out of one of the following locations:Hyderabad, TS, INDPREFERRED QUALIFICATIONS- Experience in MS Access and SQL- Experience in requirement gathering and ability to write clear and detailed requirement document- Knowledge of Lean principles and DMAIC methodologySalary: . Date posted: 04/18/2024 09:18 AM