Mohammad Shahbaz Khan
Program Manager
Bengaluru
Summary
Accomplished Program Manager with a proven track record at Amazon Development Center India, excelling in strategic planning and data analysis. Expert in managing global teams, enhancing operational efficiency, and fostering stakeholder relationships. Achieved significant performance targets through adept risk management. Demonstrates exceptional project management and communication abilities, ensuring project success and stakeholder satisfaction.
Overview
6
6
years of professional experience
Work History
Program Manager-Scheduling&Workforce Management
Amazon Development Center India
12.2021 - Current
- Led strategy planning initiatives to ensure optimal staffing for 10 Lines Of Businesses across North America, Europe, and Middle East Marketplaces.
- Managed working schedules, time-off, and overtime requirements for a global workforce of 800+ employees at 10 different sites.
- Performed comprehensive trend analysis on diverse data sets to proactively anticipate future performance and minimize potential risks.
- Established and maintained robust relationships with internal and external teams in order to optimize performance across multiple departments.
- Analyze the skills of support associates and partner with Operations and Training stakeholders to conduct targeted training sessions, effectively closing any identified gaps.
- Directed crisis management efforts during unforeseen events, minimizing disruption to operations.
- Achieved management objectives, consistently hitting deadlines and performance targets.
Workforce Real-Time Analyst
Amazon Development Center India
06.2019 - 12.2021
- Maintained real-time monitoring of service levels across all support channels to guarantee adherence to Service Level Agreement commitments.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation while promptly informing stakeholders and support teams for effective mitigation.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Worked closely with operations teams to identify causes of productivity gaps and took proactive measures to enhance metrics including Shrinkage, Adherence, and agent performance.
- Collaborated effectively with key stakeholders across the network to ensure achievement of common goals.
Advertising Support Specialist
Amazon Development Center India
02.2018 - 06.2019
- Ensured successful product advertising for advertisers from North America, Europe, and Australia by guiding them on how to effectively use different marketing solutions offered by Amazon.
- Collaborated with advertisers to optimize advertising campaigns for enhanced visibility, higher sales, and increased revenue.
- Facilitated effective communication between Advertisers and key organizational teams, resulting in issue resolution and increased business success.
- Developed strong client relationships through consistent communication and attentive service.
Education
Bachelor of Science - Computer Science And Engineering
Biju Pattnaik University of Technology
Odisha 04.2001 -
Skills
Risk Analysis and Project Management
Data Analysis
Strategic Planning
Stakeholder Management
Scheduling and Planning
Microsoft Office Suite Expertise with Advanced Microsoft Excel including Pivots, Charts and Macros
Accomplishments
- Currently Overseeing and driving the upskilling efforts of over 6500 associates globally, ensuring seamless adoption of a new approach to handling customer queries for Seller and Vendor businesses.
- Working with cross-functional teams to launch 3 new Lines of Businesses with the Amazon Selling Partner Services Org.
- Managed the upskilling program for a diverse team of over 2000 support associates from around the world, resulting in a seamless launch of WW Chat Support for Selling partners across North America, Europe, and Middle East Marketplaces.
- Managed the staffing requirements for several new Marketplace launches within the Amazon e-commerce network notably but not limited to the recent launch of the South Africa Marketplace in May 2024.
Languages
English
Hindi
Hobbies
- Singing
- Reading Tech Blogs
- Current Affairs
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Program Manager-Scheduling&Workforce Management
Amazon Development Center India
12.2021 - Current
Workforce Real-Time Analyst
Amazon Development Center India
06.2019 - 12.2021
Advertising Support Specialist
Amazon Development Center India
02.2018 - 06.2019
Bachelor of Science - Computer Science And Engineering
Biju Pattnaik University of Technology
04.2001 -