Manager Contact Routing and Strategies

Manager Contact Routing and Strategies

10-13 years
Not Specified

Job Description

Job Description :
Amazon is building the most innovative Business-to-Business (B2B) marketplace globally, and we are recruiting to make this vision a reality. Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon. Amazon Business Customer Service (AB CS) has responsibility for creating an end-to-end support experience tailored to the needs of business customers globally. AB CS is looking for Sr Program Manager for Operations routing management obsessed with customers and promotes continuous improvement as a culture. The role reports to the Global Operation's program leader of AB CS and acts as a critical member of the Operations management leadership, helping drive decisions across the organization.
Amazon uses various state-of-the-art enterprise-grade tools that enable seamless experience to help our Customers. This includes a contact routing multimedia platform capable of intelligent routing. The Sr Program Manager for Operations routing Management will be a motivated individual with expertise in ACD routing systems and call flows to deliver excellent support and service to our valuable customers. The individual should be detail-oriented, organized, and a whiz at troubleshooting and analysis. As Sr Program Manager Operations routing Management individual will provide support in administering ACD (phone, email, and chat) services to Amazon Business Customer Support teams to maximize the effectiveness of our contact delivery in ACD and related platforms. The incumbent will work alongside technology teams to support program components, including call flow dynamics, call handling business rules, reporting metrics, disaster recovery planning, and incident response. The candidate will also propose new solutions and project manage future roadmap of routing or system changes. This role will manage routing configurations for AB Customer contacts worldwide, across 9 Marketplaces, 21 locations, and take contacts from Contact Us and routes them to Agents. This PM will be responsible for connecting and modifying the components that make up the routing highway between 'contacts us' to a 'right support agent.
. Primary Point of Contact to monitor contact trends, contacts landing to right skills, routing changes, and skill administration.
. Provide timely insight to the Senior Leadership on the changes in the contact routing driven by the tech deployments.
. Analyzing data to identify existing gaps in the routing logic and work with Capacity planning teams to ensure skill level/ agent level routing is done as per the planned process.
. Work with Capacity planning and tech team for the implementation of the designed contact routing strategy.
. Partner with CPA, WF, and GCC teams on identifying skill level/ interval level gaps and work with the team to fill them to safeguard network Service level.
. Participate in the development and framing of long-term strategy around Customer contact routing.
. Break down issues and drive investigation/discussions to ensure they are resolved and do not occur again.
. Interacting with stakeholders at multiple levels facilitating dynamic collaboration with the business and technical teams to define and deliver solutions.
. Anticipating bottlenecks, provide escalation management, make tradeoffs, and balance the business needs versus technical constraints.
. Remaining flexible to changing priorities, open to new ideas, and have the customer success firmly as the focus.
. Identify risks in the current system, propose solutions and drive alignment on impact/solution across various groups
Basic Qualifications :
. Bachelor's degree in Management / IT or relevant field
. 10+ years of industry experience in contact center support leading contact routing / ACD systems.
. 5+ years of project management experience.
. Experience gathering and analyzing large amounts of data and delivering continuous business improvements.
. Experience in designing automated dashboards, writing SQL queries, managing large databases, and excellent excel skills.
. Experience in delivering innovative solutions to support customers and business operations.
Preferred Qualifications :
. MBA or Advanced Degree
. Contact routing design, IVR management, and IVR implementation experience will be a plus.
. B2B Industry Experience.
. Experience gathering and analyzing large amounts of data and delivering continuous business improvements.
. Experince in building AI and ML based user platforms.
. Strong ability in interpreting & analyzing large datasets and presenting to senior leadership

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