WFM|Customer Support| Jobs | Amazon Hiring Now

Job Summary

Amazon Inc. is excited to announce openings for WFM (Workforce Management) – Customer Support roles. This is a full-time position with a competitive salary of $50,000 – $60,000 per year, depending on experience. Our working hours are flexible, accommodating a work-from-home setup in a remote location. At Amazon, we value our employees and offer a comprehensive benefits package, including Health and Dental insurance, Paid Training, Paid Vacations, and a 401(k) plan with company matching.

Job Description

As a WFM Specialist in Customer Support at Amazon, you will play a pivotal role in ensuring that our customer service operations run smoothly and efficiently. Your primary focus will be on optimizing workforce management processes to enhance customer satisfaction and employee performance. In this role, you will collaborate with various departments to forecast demand, manage scheduling, and monitor service levels, ensuring we meet and exceed our customers’ expectations.

You will analyze data to identify trends and patterns that affect customer service operations. By leveraging advanced workforce management tools and methodologies, you will develop strategies to improve performance metrics, including response times, resolution rates, and overall customer satisfaction scores. Additionally, you will work closely with team leaders to ensure that staffing levels are appropriate and that agents are trained effectively to handle customer inquiries.

Your responsibilities will involve conducting regular reviews of service level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance and operational excellence. You will also be responsible for preparing reports and presentations for upper management, providing insights into workforce performance, and making recommendations for process improvements.

In this fast-paced environment, you will need to possess strong analytical skills, be detail-oriented, and have excellent communication abilities. You will be instrumental in creating a positive work culture that encourages teamwork and collaboration while driving high standards of customer service.

We are looking for individuals who are proactive, adaptable, and passionate about delivering exceptional customer experiences. If you’re ready to take your career to the next level and contribute to a world-class customer support team, we encourage you to apply.

Requirements
• Minimum of 2 years of experience in workforce management or related field.
• Strong analytical skills and experience with data analysis and reporting.
• Proficiency in workforce management software (e.g., Verint, NICE, Genesys).
• Excellent communication skills, both verbal and written.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong problem-solving skills and attention to detail.
• Experience in customer service or support roles highly desirable.

Responsibilities
• Forecasting customer demand and scheduling staff accordingly.
• Analyzing performance metrics and preparing reports for stakeholders.
• Monitoring service levels and ensuring compliance with SLAs.
• Collaborating with team leaders to optimize staffing and training initiatives.
• Identifying trends and making recommendations for operational improvements.
• Conducting regular audits of workforce management processes.
• Providing training and support to new team members on workforce management tools.

Benefits
• Comprehensive Health and Dental insurance.
• 401(k) plan with company matching.
• Paid Training and Paid Vacations.
• Flexible working hours and remote work options.
• Employee discounts and perks.
• Opportunities for career advancement and professional development.

Educational Qualifications

A bachelor’s degree in Business Administration, Human Resources, or a related field is preferred.

Experience

Previous experience in a workforce management role, particularly within a customer support environment, is highly desirable.

Company Overview

Amazon Inc. is a global leader in e-commerce and technology, committed to customer-centric innovation. Our mission is to be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online. We strive to create a work environment that fosters growth, diversity, and creativity, enabling our employees to reach their full potential. Join us and be part of a team that is redefining the future of retail and customer service.

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