The Amazon Autos Support Operations & Program team is looking for a Workforce Analyst to help deliver world-class service. Amazon Autos is improving the car-buying experience by allowing customers to search for vehicles in their local area across multiple brands, with no-haggle pricing and lending. The Amazon Autos Support Operations & Programs team makes the customer experience delightful by solving complex technical problems with ingenuity and simplicity, always seeking automation. We're making history and have only just begun.
In this role you will leverage your analytical mindset and workforce management experience to create actionable and data driven action plans to local and global stakeholders to support the business. You will collaborate with internal stakeholders who have various needs and find the right balance between structure/consistency and autonomy/flexibility that propels all teams within the organization to deliver for the customer.
The successful candidate will possess:
• Proven ability to optimize manpower and drive operational efficiency.
• Excellent problem-solving skills with the ability to handle both immediate real-time interventions and defect root cause elimination
• Superior attention to detail and ability to prioritize in a fast-paced environment.
• Innovative mindset with a passion for continuous learning.
• Strong analytical and critical thinking skills.
• Customer-centric approach aligned with Amazon's values.
Key job responsibilities
What You'll Do:
• Create and manage an Amazon Connect instance specific for Amazon Autos.
• Create and accurately maintain shift schedules ensuring that shifts are optimally planned to meet the short term forecast requirements and SLs (Service Levels)
• Monitor actual staffing levels against plan and taking the relevant corrective actions as required like OT (Over Time) calls, Cross skill support, shrinkage, shift changes to improve service levels
• Deliver weekly assessment of the site performance (inputs) with call-outs on misses to drive adherence to plan
• Be an active participant in capacity planning initiatives, aligning resources with expected volumes to meet service standards.
• Provide real-time support and make data-driven decisions to maximize resource efficiency.
• Analyze global site performance and determine actions for optimal production, non-production activities, and occupancy targets.
• Develop and maintain reporting initiatives to drive continuous improvement across regions.
• Partner with Capacity Planning, Operations, and cross-functional teams to design and implement service protection and staffing coverage strategies.
• Engage in high-impact projects affecting headcount and cost variables.
A day in the life
A Workforce Analyst at Amazon experiences diverse daily activities. These include:
• Reviewing performance metrics
• Monitoring service levels, analyzing trends, mentoring team members, and contributing to innovative projects.
• Prepare workforce reviews for WBR/MBR, etc.
The role demands a mix of analytical skills, strategic thinking, real-time problem-solving, and cross-functional collaboration. It's a dynamic position at the core of operations, focused on continuous improvement and innovation to ensure smooth functioning and enhanced customer experience.
About the team
We are a newly formed team with a vision to create innovative discovery and shopping experiences on Amazon, providing customers better convenience and more selection. We’re collaborating with other experienced teams at Amazon to define the future of how customers research and shop for products in the complex automotive space. This role is part of the Amazon Autos team.
Basic Qualifications
- 3+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- 3+ years of business or financial analysis experience
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL
- Experience making business recommendations and influencing stakeholders
Preferred Qualifications
- Certification in Workforce Management (e.g., CWPP - Certified Workforce Planning Professional)
- Experience with workforce management software (e.g., Aspect, NICE IEX, Verint)
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.