Nitin Manohar profile photo 1 on Tal

Nitin Manohar

Workforce Management Analyst at Amazon

Hyderabad

8+ years of work experience

Amazon
Aug 20251 yr 4 mosPresent

-Provide real-time monitoring across Chat, Phone, and Email channels; track service level, queue health, wait times, abandonment rates, associate activity, average handle time, productive talk time, occupancy, and shrinkage using real-time dashboards. -Make intraday staffing decisions across queues and skill groups; execute schedule changes, break adjustments, non-productive time management, and real-time staffing alignment using workforce management tools. -Publish worldwide Service Level reporting and perform miss deep dives at the skill, interval, and language level; analyze forecast variance and support Capacity Planning with shrinkage and capacity recommendations. -Manage high-severity incidents (Sev-1/Sev-2) and contingency events including outages, site closures, volume spikes, emergency messaging, and hours of operation changes. -Manage email contact routing and real-time schedule modifications; monitor schedule adherence and partner with Operations to improve utilization and efficiency. -Built automated real-time Shrinkage and Non-Productive Time dashboards using AI, reducing manual reporting and accelerating intraday decision-making.
Amazon
Oct 20206 yrs 2 mosPresent

-Designed and implemented end-to-end process improvements to streamline advertising operations, reducing aged case handling times from over 208 days to under 25 days — an 88% improvement in turnaround time. -Built and maintained cross-functional partnerships with operations, product, and data teams to align strategies and drive effective portfolio management. -Improved data quality by applying Lean and DMAIC methodologies, achieving a 30% reduction in errors and a 44% improvement in case resolution efficiency within 9 weeks. -Partnered with senior leadership to design and document business rules, optimizing workflow performance and delivering a 25% reduction in task transfers. -Delivered innovative solutions for virtual assistant user feedback mechanisms, driving a 30% improvement in user satisfaction scores.
Amazon
Sep 20191 yr 2 mosOct 2020

Greater Hyderabad Area

-Spearheaded large-scale onboarding programs for new team members, reducing ramp-up time and ensuring operational excellence. - Developed and maintained strong stakeholder relationships, addressing key process dependencies and enhancing advertiser support efficiency. - Utilized data analysis to optimize campaign performance metrics, delivering measurable ROI
ICICI Bank
Dec 20141 yr 1 moDec 2015

Hyderabad, Telangana, India

· Delivered personalized banking solutions to premium clients, driving customer engagement and meeting sales targets.

Nitin’s AI Stack

claude
claude
kiro
kiro
Amazon Q Developer
Amazon Q Developer

Education

Narsee Monjee Institute of Management Studies (NMIMS) Navi Mumbai

Master of Business Administration

Narsee Monjee Institute of Management Studies (NMIMS) Navi Mumbai

20222 yrs2024
Chaitanya Bharathi institute of technology

Bachelor of Engineering - BE, Industrial Production Engineering

Chaitanya Bharathi institute of technology

20104 yrs2014

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Headline

Workforce Management Analyst at Amazon

About

Workforce Management & Real-Time Operations professional with 10+ years of experience in Operations and WFM, Intraday Management, SLA/Queue Management, Schedule Optimization, Forecast Analysis, and Incident Management. Experienced with NICE, Grafana, QuickSight, SQL, Advanced Excel, and process automation. Passionate about using data and technology to optimize workforce performance and operational efficiency.

Location

Hyderabad

AI stack

claude

kiro

Amazon Q Developer

Work experience

Workforce Management Analyst at Amazon, Aug 2025 - Present · 1 yr 4 mos, -Provide real-time monitoring across Chat, Phone, and Email channels; track service level, queue health, wait times, abandonment rates, associate activity, average handle time, productive talk time, occupancy, and shrinkage using real-time dashboards. -Make intraday staffing decisions across queues and skill groups; execute schedule changes, break adjustments, non-productive time management, and real-time staffing alignment using workforce management tools. -Publish worldwide Service Level reporting and perform miss deep dives at the skill, interval, and language level; analyze forecast variance and support Capacity Planning with shrinkage and capacity recommendations. -Manage high-severity incidents (Sev-1/Sev-2) and contingency events including outages, site closures, volume spikes, emergency messaging, and hours of operation changes. -Manage email contact routing and real-time schedule modifications; monitor schedule adherence and partner with Operations to improve utilization and efficiency. -Built automated real-time Shrinkage and Non-Productive Time dashboards using AI, reducing manual reporting and accelerating intraday decision-making.

Advertiser Support Lead/Escalation Resolution Specialist at Amazon, Oct 2020 - Present · 6 yrs 2 mos, -Designed and implemented end-to-end process improvements to streamline advertising operations, reducing aged case handling times from over 208 days to under 25 days — an 88% improvement in turnaround time. -Built and maintained cross-functional partnerships with operations, product, and data teams to align strategies and drive effective portfolio management. -Improved data quality by applying Lean and DMAIC methodologies, achieving a 30% reduction in errors and a 44% improvement in case resolution efficiency within 9 weeks. -Partnered with senior leadership to design and document business rules, optimizing workflow performance and delivering a 25% reduction in task transfers. -Delivered innovative solutions for virtual assistant user feedback mechanisms, driving a 30% improvement in user satisfaction scores.

Advertiser Support Mentor at Amazon, Sep 2019 - Oct 2020 · 1 yr 2 mos, Greater Hyderabad Area, -Spearheaded large-scale onboarding programs for new team members, reducing ramp-up time and ensuring operational excellence. - Developed and maintained strong stakeholder relationships, addressing key process dependencies and enhancing advertiser support efficiency. - Utilized data analysis to optimize campaign performance metrics, delivering measurable ROI

Phone Banking Officer at ICICI Bank, Dec 2014 - Dec 2015 · 1 yr 1 mo, Hyderabad, Telangana, India, · Delivered personalized banking solutions to premium clients, driving customer engagement and meeting sales targets.

Education

Master of Business Administration, Narsee Monjee Institute of Management Studies (NMIMS) Navi Mumbai

Bachelor of Engineering - BE, Industrial Production Engineering, Chaitanya Bharathi institute of technology