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Senior Manager, Global Workforce Management

Senior Manager, Global Workforce Management

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Job Description

Audible Inc. is a media company and the category leader in spoken-word entertainment. We are looking for an exceptionally creative, strategic, and analytical leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new industry innovations to join us as the Senior Manager of Global Workforce Management. The ideal candidate will possess both an optimization background that enables him/her to manage quantitative planning and a demonstrated ability to think broadly and strategically about customer service initiatives.
This position is responsible for designing and implementing innovative, highly interdependent processes and systems to manage a 24x7, highly complex, multi-country, multi-skill, highly flexible internal and outsourced workforce to meet Audible customer expectations. S/he will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The ideal candidate will have a strong command of large-scale workforce management software solutions, as well as prior experience in a customer service environment.

  • You are an experienced workforce management leader, who has diverse experience in a spectrum of industries and contact center environments – big, small, inbound, outbound, multichannel – you’ve done it all!
  • You are innovative! You love to build and think beyond the Workforce Management ‘box’ – in every situation you are questioning the status quo looking to imagine and invent something better
  • You have strong coaching and mentoring abilities – you know you are only as strong as the team around you and are passionate about advocating and developing your team members


  • Innovate & deliver upon long term strategic vision of Audible workforce management
  • Work closely with senior CS leadership to execute call center growth strategies
  • Have a continuous improvement mindset of critically evaluating existing processes to find operational efficiencies
  • Manage a team of workforce management and capacity planning personnel responsible for contact volume forecasting, capacity planning, telephony administration, workflow and planning reporting, agent scheduling and local intraday workforce management
  • Support global capacity planning needs by managing short and long-term forecast process, developing staffing plans and leading weekly capacity planning meetings
  • Oversee intraday management of scheduling procedures, analyze real-time workload requirements and call routing to manage performance to service level requirements and maximize utilization of resources
  • Administration and utilization of Amazon workforce management and ACD tools to maintain skills, profiles, queues and workflow rules, introducing new configurations as business needs arise
  • Develop contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis of projects providing input for future process improvements
  • Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and VTO
  • Carry out day to day leadership responsibilities in accordance with company policies and procedures; include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
  • Act as a mentor and/or manager, assist in the career growth and development of the Workforce Management team by driving focus on our core values and leadership principles. Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model
  • Participate in site senior business leadership meetings; develop and drive strategies and programs which improve the competitive position and profitability of the organization.
  • Perform other duties and assignments as directed

Basic Qualifications

  • 5+ years successful experience in operations with demonstrated progressively increasing responsibility, and 3+ years’ experience leading workforce or workflow management teams in a complex, multi-skill call center
  • Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization
  • Extensive knowledge of call center technology (ACD, IVR, WFM, CRM)
  • Advanced knowledge of Excel
  • Advanced knowledge of Powerpoint, Slides or Keynote, alongside strong verbal and presentation skills, and the ability to motivate and inspire large groups of people are a must
  • Comprehensive understanding of relational database theory including standard and snowflake / cluster models
  • Independent thinker capable of taking initiative and working with minimal direction
  • Strong analytical, reasoning and problem solving skills
  • Strong organizational and time management skills, ability to prioritize multiple assignments and ability to deal with ambiguity
  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
  • Ability to work a flexible schedule to meet business needs of a 24x7 operation
  • Domestic and international travel may be required (10-20%)

Preferred Qualifications

  • Bonus points for any and all of the following: SQL, relational DB, microstrategy, tableau, scripting, AWS Quicksight
  • Background in analytics, data science, statistics

Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation