Love data as much as we do? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify? Want to influence at Amazon? We have the career for you.
The WFS CS Planning & Strategy organization owns the end-to-end workforce planning and execution of Amazon's candidate service network. Our forecasting, headcount planning, scheduling, and real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon. We are looking for an experienced professional with excellent analytical skills and strong business acumen to join our Planning & Analytics team.
Key job responsibilities
Specific responsibilities include identifying the necessary metrics and creating reports to increase understanding of the business, proactively identifying pain points or opportunities through systemic measurement. As part of responsibilities, the candidate will be presenting qualitative and quantitative capacity planning analysis to key stakeholders by blending advanced reporting and project management skills.
1. Experience in Contact Center Workforce Management or similar industry.
2. Retrieving and analyzing data using SQL, Excel, Access, Python and other data management systems.
3. Working knowledge of Workforce Management (WFM) with proficient in forecasting, long & short-term planning, scheduling and planning governance.
4. Monitoring existent metrics, analyzing data and partnering with internal teams to identify process and system improvement opportunities.
5. Designing and implementing automated reporting solutions (like linking data tables to Tableau / Quicksight) to enable stakeholders to manage the business and make effective decisions.
6. Supporting cross-functional teams on the day-to-day execution of the existent program implementation.
7. Driving small to medium operational enhancement projects.
A day in the life
The Planning & Analytics will support the rapid growth of WS CS by developing business metrics, mining data to uncover consumer insights and business opportunity, and partnering with internal stakeholders to drive the business. In this role, the candidate will be focused on highly analytical projects driving results within the WS CS organization. The ideal candidate has an accomplished professional background with demonstrated proficiency in Work Force Management and advanced SQL + Excel. They are comfortable creating strategic recommendations in a thoughtful yet concise manner, and obtaining organizational "buy-in" at senior levels.
They are well-organized, can manage multiple analyses/projects simultaneously, and are intellectually curious.
About the team
We are part of Global Planning & Strategy (GPS) team within Workforce Solutions Candidate Services responsible for forecasting, capacity planning (long term & short term) and producing planning analytics.
- Bachelor's degree, or 2+ years of Amazon (blue badge/FTE) experience
- Knowledge of Microsoft Office products and applications
- Experience in conducting investigative work, including claimant, witness, and target employee interviews, investigative data analysis, and production of investigative documentation
- Experience developing policies and supporting documentation
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
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