Job type full-time
Full job description
Experience in people management
10+ years experience working cross functionally with tech and non-tech teams
Experience defining program requirements and using data and metrics to determine improvements
7+ years experience in program or project management
Ring’s customer support workforce management (wfm) team is seeking a talented leader to lead strategic programs in the wfm organizationAt ring, we`re working to be the most customer-centric company on earthTo get there, we need exceptionally talented, bright and intelligence driven peopleSrManager – workforce is a role where we are looking for an exceptional leader who is passionate about the service delivery experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as workflow managerHe/she will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysisThe ideal candidate is a leader with demonstrated ability to learn new workflow technologies and make data driven decisions for project deliverables while operating with significant autonomy and discretionHe/she will possess leadership experience in the workforce management domain with respect to best in class real-time mechanisms, intermediate level reporting skills, optimizing manpower in contact center environments, and lead a high performing team across the globe as a manager of managersThe individual must be capable to support and own proactive tactical & strategic workforce management projects to address customer facing challenges and drive high stake initiatives across several programs.
This opportunity requires excellent problem-solving, communication skills and a strong track record of delivering results.
Key job responsibilities
Lead a workforce team
Create best scheduling plan for business by managing trade-offs between customer experience/service levels, employee experience, and cost effectiveness
Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints
Work with operational management to design and agree service protection strategies, ensuring buy-in and commitment at all levels allowing the real time team to support the customer experience at all times
Provide real-time escalation, recovery, and restore capabilities for any failure of service; notify any major issues to workforce, capacity and operations leaders ensuring the right people know of the incident at the right time
Constantly review existing processes and research new ones for possible automation improvements or enhancements, designing and installing special project improvements or enhancements whenever necessary
Works as sme, guide rta and analysts to drive daily performance call for business status, reports and metrics, reviewing them daily for trends and potential problems at a global level
Communicates effectively with peer workforce leads and managers across the same functional areas worldwide to drive priorities
Participate in wider biz ops projects and initiativesHe/she will own providing optimal workflow and planning solutions for upcoming initiatives
Partner with operations, capacity planning and finance teams to analyze historical data and work trends and provide workflow inputs
Manage the analyses of daily, weekly, and monthly reporting of site performance via key performance indicators
Support local site management to optimize staffing requirementsManage sla and provide recommended workflow options and directives to maintain acceptable sla
Partner with engineering team to develop progressive tools and technology enablers that will improve operating performance and efficiency of the brand protection operations centers
Lead critical projects to improve workflow processes
Fully leverage existing technology, including global standardization of reporting
Proven and working knowledge of several workforce management tools and techniques
Cross-team collaboration, project management, and executive presentation skills are essential.
A strong record of service delivery and people development are important for this role.
Since its founding in 2013, ring has been on a mission to make neighborhoods saferFrom the video doorbell, to ring alarm, which was named #1 in customer satisfaction for diy home security systems by j.dPower, ring’s smart home security product line, as well as the neighbors app, offer users affordable whole-home and neighborhood securityAt ring, we are committed to making home and neighborhood security accessible and effective for everyone - while working hard to bring communities togetherRing is an amazon companyFor more information, visit www.ring.comWith ring, you’re always home.
Amazon is committed to a diverse and inclusive workplaceAmazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected statusFor individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Posted 1 day ago