Program Manager I (WFM), AWS
DEBADUTTA CHOWDHURY
Amazon Web Services
Bangalore
11
years of professional experience
1
Language
Aspiring to be a part of an enthusiastic work environment which allows for growth professionally and personally, while being able to utilize skills and ideas for betterment of the organization.
Work History
Program Manager I (WFM), AWS
2 Years 8 Months- Job Role:
- 1. Real-time Monitoring of engineers/queue statistics.
- 2. Reviewing the staffed capacity to check real-time shrinkage & forthcoming coverage deficit (if any) to proactively take decisions and mitigate any risk to SLs.
- Engaged with ops leaders as WFM point of contact to minimize impact from various factors in live and non-live channels.
- 4. Preparing and sharing WBR data for all sites (14) across the globe with leaders.
- 5. Driving reports for various metrics, conducting root cause analysis for issues impacting customer experience through deep dive and implementation of corrective actions.
- 6. Preparing and sharing data for weekly and monthly performance scorecard.
- 7. Leading calls for APJC, EMEA and AMER region and sharing updates with site leaders and directors.
- 8. Identifying and bridging process gaps for better efficiency and impact.
- 9. Managing intraday and long-term schedule changes to mitigate coverage gaps.
- 10. Maintaining employee data accuracy in Nice for AWS teams spread across the globe.
- 11. Holiday planning for multi-channel business units within AWS.
- 12. Primary WFM POC to work with technical and routing team for migration to Amazon Connect from legacy tool case console.
- Initiatives.
- 1. Created SOPs for the RTA team to achieve consistency while sharing information with stakeholders.
- 2. Built an automated alert system for AWS scheduling team using AI tools.
Workforce Real Time Analyst, Selling Partner Support
4 Years 5 Months- Job Role:
- 1. Real Time Monitoring of agents/queues statistics.
- 2. Reviewing the staffed capacity to check real time shrinkage & forthcoming coverage deficit (if any) to proactively take decisions and mitigate any risk to SLs.
- 3. Actively engaging with Ops. Leaders as WFM real time POC for .IN SPS team to scale down the impact due to various factors in live & non-live channels and enhance Service Delivery & Seller Experience.
- 4. Designing & owning report that showcases weekly SLs & AHT misses and reasons for gaps.
- 5. Driving reports for various metrics, conducting root cause analysis for issues impacting seller experience through deep dive and implementation of corrective actions.
- 6. Mentoring interim Real Time Analysts supporting .IN, AU & SG.
- 7. Owns & publishes reports on CAHT & Contacts handled for IN/AU/SG OUs which in turn serves as one of the critical data inputs to the OU Capacity Planner.
- Achievements:
- 1. I am a major contributor for testing glimpse tool and have been constantly sharing key insights which in turn helps in improving the accuracy and quality of data output for various metric dashboards.
- 2. I was an integral part of AUSG marketplace launch from WFM RTA stand point in terms of profile and agent account creation and reporting, identifying and working with various teams to fix recurring issues impacting live channels contact routing through stargate mechanism.
- Initiatives:
- 1. Staffing Tolerance: I built an excel file to upload staffing tolerance values onto Aspect for rolling 4 weeks which helps operations team to utilize the aspect self-serve option while requesting NPTs and adjusting breaks in an efficient way without any negative impact on capacity at an interval. This manual process used to consume 6 hrs. time however with the implementation of the file created, workload reduced to 30 mins.
- 2. ET Allowance Updater: This file helps in collating ET requirement data from IN OT file and provides output data in a prescribed format which can be directly fed into aspect to update ET allowances for months. It has significantly reduced the workload by 90 mins. With the file I created, RTAs can currently upload ET allowances within 20 mins.
- 3. Glimpse SLCM SIMs SLA tracker: This report helps in tracking SLAs of response time to Glimpse SLCM SIMs for IN RTA team (RTA level).
- 4. Testing of Quicksight dashboards created for various input metrics.
- 5. Introduced quality check for RTA's handling various requests from operation team through tickets.
- 6. Testing various logics of contacts routing in connect hybrid.
- 7. Primary POC for contacts stuck in queue due to routing failure for WW SPS teams.
Selling Partner Support Supervisor
4 Months- Job Role:
- 1. Manage performance and behavior of 25-30 Amazon Associates through effective 1:1 meetings, coaching, and mentorship.
- 2. Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
- 3. Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
- 4. Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
- 5. Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
- 6. Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
- 7. Conducts Seller interaction audits and provide coaching to improve performance.
- 8. Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
- 9. Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
Seller Support Associate, Selling Partner Support
1 Year 3 Months- Job Role:
- 1. Handling Amazon.in seller's concern related to payments, orders, reimbursements, account performance and selling privileges raised via emails and phone contacts.
- 2. Sharing various interval level reports to the team.
- 3. Arranging and taking sessions for the team on different process related updates for Amazon.in.
- 4. Undertaking any other work assigned by the manager like different types of audits for Bangalore site.
- 5. Working on projects related to driving various metrics like Average handling time, Resolve rate, etc. at team level.
- 6. Assists the team members as a subject matter expert for contacts related to FBA, M@ and IIDP.
- 7. Worked on projects related to improvement and implementation of SOP's for .IN marketplace.
Operational trainee
6 Months- Job Role: Handling and meeting guests requirements, inventory management and banquet setups.
Education
B.Sc. - Hospitality & Hotel Administration
recognized by Govt. of India.
Skills
Amazon Connect.
Alvaria (Previously known as Aspect).
MS-excel
Nice/IEX
Data analysis
Continuous improvement
Strategic planning
Adaptability
Interpersonal Skills:
Nice/IEX
Data analysis
Personal Information
- Date of Birth: 1993-09-25
- Gender: Male
- Nationality: Indian
Declaration:
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars. DEBADUTTA CHOWDHURY.
PERSONAL DETAILS
- Date of Birth: 1993-09-25
- Gender: Male
- Nationality: Indian
Languages
English
C1
Advanced
Timeline
Program Manager I (WFM), AWS
Amazon Web Services
03.2024 - CurrentRead More
Selling Partner Support Supervisor
Amazon India
06.2022 - 10.2022Read More
Workforce Real Time Analyst, Selling Partner Support
Amazon India
01.2018 - 06.2022Read More
Seller Support Associate, Selling Partner Support
Amazon India
10.2016 - 01.2018Read More
Operational trainee
The Oberoi Grand
06.2015 - 12.2015Read More
I.H.M. under IGNOU
B.Sc. from Hospitality & Hotel Administration
Read More