We are looking for a talented Operations Workforce Planning analyst who is ready to take charge of our model for a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis to staff and plan for global customer support operations. This role will also serve as a primary administrator of our Amazon Connect environment - owning the configuration and maintenance of queues, routing profiles, contact flows, IVR design, security profiles, agent hierarchies, phone number management, and overall health. Additionally, this role will provide operational support and analysis to other areas of the business as needed.

The ideal candidate is a detail-oriented professional with demonstrated ability to manage project and workforce capacity, with the ability to learn new workforce management methodologies, process mapping, and optimization techniques, and make data-driven decisions for project deliverables. Hands-on experience administering Amazon Connect - including building and maintaining contact flows, managing routing and queue configurations, configuring agent access and security profiles, and ensuring environment standards and documentation - is highly valued. This opportunity requires excellent problem-solving, communication skills, and a strong track record of delivering results. Cross-team collaboration, project management, and executive presentation skills are essential.

Key job responsibilities

- Analyze contact volume trends and workforce data to support headcount planning and staffing recommendations in partnership with the Capacity Planning team.

- Establish and maintain forecast structures for all agent skill types in partnership with key stakeholders.

- Partner with business teams to negotiate headcount allocation based on forecasted demand, budget constraints, and service level requirements.

- Manage the development of global workforce standards (AHT, NPT, Shrinkage, Attrition, Occupancy, Service Level) in coordination with leadership, ensuring all changes integrate with existing operational processes.

- Own the configuration and ongoing maintenance of the Amazon Connect environment, including queues, routing profiles, contact flows, IVR design, security profiles, agent hierarchies, and phone number management.

- Manage teams, groups, permissions, security profiles, resolver groups, and agent hierarchy structures within Amazon Connect to ensure proper access and organizational alignment.

- Make proactive routing and queue configuration changes based on long-term trend analysis, as well as real-time adjustments to meet service level targets.

- Identify and develop future-state processes improvements within Amazon Connect to enhance operational efficiency and support evolving business needs.

- Develop, improve, and maintain environment standards, documentation, and change management processes to support operational consistency and scalability.

- Monitor real-time adherence and intraday performance to ensure optimal agent utilization and service level attainment.

- Analyze workforce performance metrics to identify trends, gaps, and optimization opportunities.

- Evaluate and adjust staffing schedules to align with forecasted contact volume and service level targets.

- Manage agent schedule administration, ensuring agents have access to time-off options, shift swaps, and schedule exceptions, and oversee the review and processing of NPT requests.

- Identify and implement workforce management tools and technology enablers that improve operating accuracy and efficiency.

- Develop and maintain regular reporting cadences (daily, weekly, monthly) to provide visibility into workforce performance, forecast accuracy, and capacity utilization.

- Proactively identify service improvement opportunities and drive continuous improvement across scheduling, metric reporting, and real-time delivery.

- Proactively identify capacity and operational risks, develop mitigation strategies, and present data-backed recommendations to leadership.

- Drive projects to improve planning and execution efficiency across the worldwide network of vendor partner staffing and operational sites.

- Provide operational support and analysis to other areas of the business as needed.

- Deliver executive-level presentations and reporting to communicate workforce strategies, risks, and outcomes.

Export Control Requirement:

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

BASIC QUALIFICATIONS

- Bachelor's degree or equivalent

- Experience defining requirements and using data and metrics to draw business insights

- Experience with Excel

- Experience making business recommendations and influencing stakeholders

- 2+ years of Contact Center Management / Workforce management (WFM) / Real Time Analyst (RTA) experience

- Experience working cross-functionally across several teams both technical and non-technical

- Experience with one or more analytics visualization tools (e.g., Excel, Tableau, QuickSight, MicroStrategy, PowerBI)

- 4+ years of experience defining and implementing process improvement initiatives using data and metrics, including analyzing operational data to drive staffing decisions and process improvements

- Experience administering Amazon Connect, including contact flows, queues, routing profiles, security profiles, and agent configuration

- Experience with workforce management (e.g., NICE, VIBE, Amazon Moment, or similar)

- Knowledge of Excel at an advanced level (Pivot Tables, VLookUps, data modeling)

- Certifications in Amazon Connect, Microsoft Office, and/or Six Sigma

PREFERRED QUALIFICATIONS

- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

- Experience developing operational processes and technologies

- Experience managing, analyzing and communicating results to senior leadership

- Experience in Contact Center Management / Workforce Management (WFM) / Real Time Analysis (RTA)

- 1+ years of using SQL to extract and manipulate data experience

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Virtual Location - Washington - 82,700.00 - 130,100.00 USD annually