Senior Workforce Analyst – My HR Live Support (MHLS)
We’re seeking a Senior Workforce Analyst to optimize resource planning, enhance global site performance, and lead initiatives that improve delivery outcomes.
Responsibilities:
- Align capacity with expected volumes and address short/long-term deficits to meet service standards.
- Analyze and address volume variations in partnership with the forecasting team.
- Provide real-time support to maximize resource efficiency.
- Optimize global site performance and set shrinkage/occupancy targets.
- Lead reporting initiatives and deliver actionable insights to leadership.
- Drive strategy execution with leadership and support teams.
- Mentor Workforce Analysts and Real-Time Analysts, fostering skill development.
- Support projects impacting headcount and cost variables.
Basic Qualifications:
- 5+ years of Workforce Management (WFM) or Business Intelligence experience.
- Bachelor’s degree (preferably in Engineering, Business, Mathematics, or Science).
- Expertise in MS Excel, workforce management tools, and contact center technologies.
- Strong analytical and problem-solving skills.
- Experience developing dashboards with tools like OBIEE, SQL, or QuickSight.
Preferred Qualifications:
- Knowledge of Six Sigma/Lean processes and statistical modeling tools.
- Experience in capacity planning and managing ETL processes.
- Proven ability to manage sensitive employee data confidentially.
Why Amazon:
Amazon is an equal-opportunity employer committed to a diverse and inclusive workplace. If you require accommodations during the application process, visit Amazon’s Accommodation Portal for assistance.
Make an impact on global workforce management at Amazon. Apply today!
