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We are seeking a detail-oriented WFM and MIS Analyst to join our team. The ideal candidate will optimize staffing levels, manage service levels, and drive operational excellence through data-driven decision making.
Key job responsibilities
. Manage queue, skill, and profile configurations to optimize staffing alignment with volume de-mands
. Monitor and analyze real-time service levels, making necessary adjustments based on arrival pat-terns, scheduling, and productivity metrics
. Conduct thorough root cause analysis on SLA misses through comprehensive data analysis
. Contribute to the development and implementation of new performance metrics and tools
. Lead change management initiatives related to workforce optimization
. Manage escalation protocols for major operational issues
. Maintain effective communication across all levels of organization, particularly regarding adher-ence issues
. Develop and maintain daily, weekly, and monthly performance reporting
- Bachelor's degree
- Experience with Microsoft Office products and applications
- 1+ years of capacity planning, operations planning, business analysis or similar experience
- Experience with Workforce Management Planning
- Knowledge of SQL and Excel at a moderate or advanced level
- 3+ years of demand planning and forecasting experience
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Job ID: 145644335
