Posted:1 week ago|
Platform:
On-site
Full Time
We are seeking a detail-oriented WFM and MIS Analyst to join our team. The ideal candidate will optimize staffing levels, manage service levels, and drive operational excellence through data-driven decision making.
Key job responsibilities. Manage queue, skill, and profile configurations to optimize staffing alignment with volume de-mands. Monitor and analyze real-time service levels, making necessary adjustments based on arrival pat-terns, scheduling, and productivity metrics. Conduct thorough root cause analysis on SLA misses through comprehensive data analysis. Contribute to the development and implementation of new performance metrics and tools. Lead change management initiatives related to workforce optimization. Manage escalation protocols for major operational issues. Maintain effective communication across all levels of organization, particularly regarding adher-ence issues. Develop and maintain daily, weekly, and monthly performance reporting
- Bachelor's degree
- Experience with Microsoft Office products and applications- 1+ years of capacity planning, operations planning, business analysis or similar experience- Experience with Workforce Management Planning
- Knowledge of SQL and Excel at a moderate or advanced level
- Experience with Workforce Management Planning and Forecast PlanningOur 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Amazon Music
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Salary: Not disclosed
16.0 - 18.0 Lacs P.A.
3.45 - 8.1 Lacs P.A.
