Workforce Analyst, Worldwide Customer Service Capacity Planning

Amazon's Worldwide Capacity Planning (WWCP) team is looking for a US Workforce Analyst (WFA) who is passionate about driving business efficiencies, optimizing staffing, proficient in analytics, who thinks/acts globally, and who will contribute to major innovations in Capacity Planning. The ideal candidate is responsible for supporting and enhancing the performance of the site with respect to optimal staffing of Customer Service Associates (CSAs). The WFA is primarily responsible for creating and maintaining schedules for CSAs to enable the achievement of service level and productivity goals for the site. The WFA will collaborate with key business partners and stakeholders to identify opportunities for improvement of workforce utilization and service levels. The WFA should also proactively anticipate and adjust to changes in daily/weekly/monthly call volumes and key performance indicators (KPIs) by determining the required staffing level changes to ensure delivery of service levels.
The successful candidate will be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, and high-energy environment. They are self-motivated, operating independently in an autonomous environment to deliver an exceptional customer experience. The WFA will execute the long and short term staffing plan working cross-functionally with Site Operations, Capacity Planning, HR team, Training, and Workflow.
Key job responsibilities
- Work closely with stakeholders to ensure that all CSAs meet their service level (SL), proactively engaging to address issues and handling escalations
- Work closely with mid to senior-level leaders across core teams to identify and mitigate emerging risks and assists in creating mitigation plans for SL recovery
- Responsible for coordinating site-staffing needs including reporting and analysis of site headcount numbers as per staffing plan
- Responsible to coordinate various cross-training, new-hires, and management of network and site-wide shift rotation processes as per business need
- Create work schedules for associates, identifies and proactively resolves any headcount deficiencies and overages
- Solve for complex stakeholder support to improve business performance and proactively heads off negative service trends.
- Identify root causes to improve planning accuracy and productivity using data collection and analysis to solve problems
- Analyze data to drive the complex decisions for key workforce issues
- Highlight and communicate the metrics impacting the current operation and department, including shifts in schedules, productivity, and other critical inputs that could impact service levels, customer experience, and business process
- Identify manual workflow processes and deliver automated solutions through projects such as development of workforce management and scheduling systems
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA