Workforce Planning Analyst

Job Summary

Workforce Planning Analyst, responsible for full-time operational support and analysis, data collection, and management of Amazon Connect configurations to enhance global customer support operations.

Key Responsibilities

• Analyze contact volume trends and workforce data for headcount planning and staffing recommendations
• Own the configuration and ongoing maintenance of the Amazon Connect environment, including queues and routing profiles
• Develop and maintain regular reporting cadences to provide visibility into workforce performance and capacity utilization

Required Qualifications

• Bachelor's degree or equivalent
• 2+ years of Contact Center Management / Workforce management (WFM) / Real Time Analyst (RTA) experience
• Experience administering Amazon Connect, including contact flows and agent configuration
• 4+ years of experience in process improvement initiatives using data and metrics
• Advanced knowledge of Excel, including Pivot Tables and VLookUps