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Workforce Planning Specialist II, Global Hiring Operations, GHXO Workforce Planning

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Amazon's Global Hiring Experience Operations (GHXO) team is hiring a Workforce Planning Specialist II in Hyderabad, India. This role focuses on executing contact center forecasting, scheduling, managing BPO vendor relationships, and supporting procurement and operational budget planning to ensure efficient hiring operations.

Ansvarsområden

  • Execute contact center forecasting models to project staffing needs for internal sites and BPO vendor sites.
  • Build and maintain scheduling frameworks for internal and outsourced contact center operations to optimize coverage and utilization.
  • Manage day-to-day BPO vendor relationships, track performance against SLAs, and drive corrective actions.
  • Support procurement activities for BPO vendors, including RFP processes and contract renewals.
  • Maintain operational budget planning, track spend against plan, and identify variances.
  • Process and develop Operating Plan (OP) assumptions for contact center spend.
  • Analyze key operational metrics to identify performance gaps and recommend solutions.
  • Perform root cause analysis for inefficiencies and implement scalable mechanisms for resolution.
  • Coordinate with internal stakeholders to ensure alignment on forecasting and vendor deliverables.
  • Develop and maintain operational playbooks, SOPs, and reporting tools.
  • Triage operational issues, own resolution timelines, and communicate status to leadership.

Krav

  • Bachelor's degree or 2+ years of Amazon (blue badge/FTE) experience.
  • Knowledge of Microsoft Office products and applications.
  • 3+ years of contact center operations management experience with progressively increased responsibility.
  • Experience analyzing data and best practices to assess performance drivers.
  • Experience with operational budget management or financial planning within a contact center environment.

Önskade kvalifikationer

  • Experience with supplier or vendor relationship management.
  • Experience working with recruiting and people-related tools, CRM systems, and complex spreadsheets.
  • Experience delivering forecasting, budgeting, and variance analysis, and data interpretation of results.
  • Experience in creating process improvements with automation and analysis.
  • Experience working with Excel and large-scale data mining and reporting tools such as Python, SQL, or Tableau.
  • Experience in procurement processes including RFPs, contract negotiation, and cost modeling for outsourced services.

Förmåner

  • Inclusive culture that empowers Amazonians.
  • Support for workplace accommodations during the application and hiring process.
#Workforce Planning#Hiring Operations#Contact Center#Forecasting#Scheduling#Vendor Management#Procurement#Budgeting#Capacity Planning
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Företag

Amazon

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Hyderabad, India

Kvalifikation

Kandidatexamen

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