Senior Workflow Manager

Recruiter
Amazon
Location
Lasswade, UK
Salary
Competitive
Posted
06 Oct 2019
Closes
26 Oct 2019
Ref
1284393217
Contract Type
Permanent
Hours
Full Time
Reporting directly to the EU Capacity Planning Manager, the Senior Workflow Manager is responsible for driving the performance of the EU Customer Service Networks focusing primarily on Workflow management. The Senior Workflow Manager primary responsibilities include operational head-count planning and tactical network capacity management along with managing a team of Workflow analysts who are responsible for interval level scheduling.The Senior Workflow Manager will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilisation and service levels. The successful candidate will be a creative and analytical problem solver, who is comfortable in a fast-paced, multi-tasked, high-energy environment. They will be able to demonstrate a history of commitment to exceptional customer experience, a high level of dedication, enthusiasm, and motivation. The candidate will need to be comfortable having difficult conversations, ensuring that the correct action is taken for the end customer.This primary focus of this role is supporting the German Workflow team and the role can be based in Berlin, Edinburgh or Cork.Primary Objectives:· Manage a team of workflow analysts, ensuring that support is provided and all deliverables are timely· Manage output metrics like occupancy, service level ensuring that key KPI are achieved· Work closely with key stakeholders to plan for special events, bank holidays and peak events· Communicate regularly with key stakeholders to close any capacity gaps and mitigate capacity risks by managing dependencies across multiple sites and operating units.· Manage the planning and coordination of the scheduling of network non-productive time· Identify and manage optimal scheduling approaches across the all sites.· Identify root cause of any misalignment to the short term plan and implement corrective actions to ensure delivery of service level, cost and productivity goals.· Report on service level misses, root cause analysis, and production of corrective action plans.· Fully leverage existing technology, including standardization of reporting.· Support operational excellence by constantly improving workflow and operational processes.· Lead process-improvement efforts and manage the implementation of both business processes and technical solutions in line with Worldwide standardsBasic qualificationsBasic Qualifications· Experience as a Workflow Analyst/Capacity Planner· Experience as a Manager, having a proven record of dealing with tough situations· Strong, proven knowledge of MS Office package (especially Excel)· Proven ability to push back, foresee potential issues, and advocate for relentless improvement· Proven ability to deal with ambiguity and solve for both service level and cost problems· Demonstrated ability to make independent, sound decisions that affect the experience of Amazon customers and front-line associates in multiple global sites· Excellent analytical and mathematical skills· Proven experience communicating and influencing across job levels with both internal and externalPreferred qualification Preferred Qualifications· Experience with forecasting volume, volume hiring, and schedule generation

Similar jobs

Similar jobs