Amazon’s My HR Live Support (MHLS) team is seeking an experienced Senior Workforce Analyst to optimize workforce management and enhance the employee experience. MHLS supports Amazon employees globally via phone, using data and metrics to address challenges and improve operations.
Key Responsibilities:
- Align capacity planning with forecasted volumes to maintain service standards.
- Analyze volume trends and collaborate with the forecasting team for improvements.
- Provide real-time support to optimize resource efficiency.
- Evaluate global site performance and set targets for productivity and shrinkage.
- Develop and maintain reporting initiatives to drive continuous improvement.
- Partner with leadership to strategize and execute operational plans.
- Present program insights to senior leadership at regular intervals.
- Mentor and support Workforce and Real-Time Analysts across regions.
Basic Qualifications:
- 5+ years in Workforce Management (WFM) or Business Intelligence roles.
- Proficiency in OBIEE, SQL, QuickSight, or similar platforms.
- Strong expertise in Microsoft Excel and MS Office tools.
- Experience in live queue environments and contact center operations.
- Bachelor’s degree in Engineering, Business, Mathematics, or related fields.
Preferred Qualifications:
- Knowledge of Six Sigma/Lean Processes and statistical modeling tools.
- Expertise in capacity planning and ETL administration.
- Experience with automation to solve business challenges.
Why Amazon?
- Inclusive Culture: Embrace diversity with affinity groups and initiatives like CORE and AmazeCon.
- Career Growth: Opportunities to lead, mentor, and innovate.
- Comprehensive Benefits: Medical, PTO, and retirement plans tailored for you and your family.
Ready to elevate your career? Apply now and make a global impact with Amazon!
For workplace accommodations, visit amazon.jobs/accommodations.
