WFM Administrator II Job at Amazon | Workforce Management Careers in Hyderabad SEZ

July 31, 2025 Indianjobhub

Job Opportunity: WFM Administrator II at Amazon (Job ID: 2983101) | Location: Hyderabad SEZ

Amazon is widely recognized as the world’s most customer-centric company. Driven by the mission to simplify online shopping and provide a seamless experience, Amazon empowers customers to discover and purchase almost anything online. The company’s dynamic growth is rooted in its relentless pursuit of operational excellence, low prices, wide selection, and unmatched convenience.

As part of its ongoing expansion and innovation efforts, Amazon’s Selling Partner Services (SPS) division is seeking a highly skilled Workforce Management (WFM) Administrator II. This pivotal role supports the infrastructure that empowers Amazon sellers and enhances the performance of global support operations.

Role Overview: WFM Administrator II

As a WFM Administrator II, you will be responsible for the administration, maintenance, and support of Amazon’s global Workforce Management (WFM) systems. You will serve as the technical backbone behind critical tools and infrastructure, enabling smooth operations for internal teams that support Amazon sellers across the platform.

This position requires strong technical capabilities, process management expertise, and a customer-obsessed mindset. The ideal candidate will be a proactive problem-solver with solid experience in WFM tools, cross-functional communication, and data-driven decision-making.

Key Responsibilities

Below is a breakdown of the core duties expected from the WFM Administrator II role:

1. System Administration & Maintenance

Provide end-to-end support and maintenance of WFM systems used globally across SPS operations.
Ensure uninterrupted system functionality by performing regular audits, upgrades, and issue resolution.
Handle front-end and back-end configuration and ensure consistent system performance and uptime.

2. Technical Troubleshooting & Enhancement

Act as the first point of contact for troubleshooting technical issues or enhancement requests related to WFM platforms.
Coordinate with IT teams, vendors, and internal departments to resolve system errors in a timely and efficient manner.
Recommend and implement tool enhancements to improve functionality and performance.

3. User Access & Security Management

Manage and monitor user access controls across WFM systems.
Create, update, and maintain user accounts, profiles, and permissions.
Adhere to organizational policies related to information security and user data integrity.

4. Data Integrity & Reporting

Ensure timely and accurate data flow into and from WFM systems for reliable forecasting, scheduling, and analysis.
Utilize advanced Excel functions (e.g., pivot tables, array formulas, nested IFs) for data validation and reporting.
Collaborate with stakeholders to build customized forecast groups, staffing sets, and routing groups for optimal efficiency.

5. Communication & Documentation

Draft, update, and distribute internal communication protocols and training documentation.
Maintain a knowledge base of system policies, processes, and user guides for team-wide reference.

6. Stakeholder Collaboration

Partner with internal operational teams, IT, vendors, and management to understand needs and deliver impactful solutions.
Participate in business requirements gathering, testing, and user acceptance phases during tool implementations or upgrades.
Provide ongoing feedback and insights to continuously enhance WFM system functionalities.

7. On-Call Support & Travel

Offer on-call support during non-business hours, including nights and weekends, on a rotational basis.
Travel to other Amazon offices or partner facilities may be required occasionally based on project needs.

Required Qualifications

Amazon is looking for professionals who bring the right blend of technical proficiency, WFM domain knowledge, and project management capabilities. The mandatory qualifications include:

Minimum 2 years of experience in program or project management roles.
Hands-on experience (2+ years) working with both technical and non-technical teams in a collaborative setting.
Intermediate to advanced Excel proficiency, including pivot tables, multi-level lookups, conditional formulas, and data cleansing techniques.
2+ years of process improvement implementation using data and performance metrics.
Workforce Management system experience: 2+ years as a WFM Administrator or 3+ years as a power user in forecasting, scheduling, or real-time management functions.
Strong multitasking abilities and adaptability to shifting priorities in fast-paced environments.
A customer-first approach with high energy, initiative, and team spirit.
Willingness and ability to learn and train others on technical subjects.

Preferred Qualifications

While not mandatory, the following skills and experiences will give candidates a competitive edge:

3+ years of experience in delivering end-to-end WFM solutions and reporting results to senior leadership.
Demonstrated track record of driving continuous process improvements.
Strong stakeholder management skills, including experience handling multiple stakeholders at varying seniority levels.
Experience in business requirements gathering and drafting detailed technical documentation.
Proven leadership and organizational skills to manage time and tasks effectively.
Oral and written communication excellence to ensure accurate documentation and effective collaboration.
Analytical mindset with strong quantitative skills; experience with statistical modeling and data visualization.
Familiarity with contact center systems, including automatic contact routing, VoIP, and case management tools.
Comfort working in ambiguous, evolving environments that demand adaptability and creative problem-solving.

Why Join Amazon’s SPS Team?

The Selling Partner Services (SPS) division plays a mission-critical role at Amazon, acting as the central interface between the e-commerce giant and its expansive network of business sellers. Supporting this ecosystem through Workforce Management Systems directly impacts operational efficiency, seller experience, and ultimately customer satisfaction.

Here’s why this role offers a fulfilling career path:

1. Global Impact

You’ll support scalable WFM tools and processes across Amazon’s worldwide seller operations, affecting thousands of sellers and millions of end-users.

2. Continuous Learning

Work with cutting-edge technology and evolving tools while staying ahead of industry best practices in workforce optimization.

3. Cross-functional Collaboration

Engage with IT engineers, program managers, analysts, and senior leadership across countries, gaining multifaceted exposure and insights.

4. Growth Opportunities

Amazon supports internal career mobility, offering learning, mentorship, and promotion paths for driven professionals in operations, technology, and analytics.

Work Culture & Accessibility

Amazon is committed to creating an inclusive and diverse workplace where everyone has the opportunity to thrive. The organization supports individuals with disabilities and provides workplace accommodations during the recruitment, interview, and onboarding phases.

Candidates seeking accommodations are encouraged to visit Amazon’s Accommodations Portal or contact their recruiting partner directly for assistance.

How to Apply

To explore this opportunity further and apply for the WFM Administrator II role (Job ID: 2983101) in Hyderabad SEZ, visit the official Amazon Careers portal and search using the Job ID or title.

Be sure to prepare:

An updated resume highlighting relevant experience
Any certifications or project documentation supporting your WFM or workforce analytics expertise
References or examples of successful systems you’ve maintained or improved

Final Thoughts

This role is an excellent opportunity for experienced WFM professionals to join Amazon’s dynamic ecosystem and contribute to world-class operational excellence. With a blend of technical challenges, stakeholder collaboration, and impactful work, the WFM Administrator II position offers a robust and rewarding career path within Amazon’s global infrastructure.

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