CustomerOperationsWorkforcePlanning

Amazon Leo is Amazon’s low Earth orbit satellite network. Our mission is to deliver fast, reliable internet connectivity to customers beyond the reach of existing networks. From individual households to schools, hospitals, businesses, and government agencies, Amazon Leo will serve people and organizations operating in locations without reliable connectivity. We are looking for a talented Operations Workforce Planning analyst who is ready to take charge of our model for a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis to staff and plan for global customer support operations. This role will also serve as a primary administrator of our Amazon Connect environment — owning the configuration and maintenance of queues, routing profiles, contact flows, IVR design, security profiles, agent hierarchies, phone number management, and overall health. Additionally, this role will provide operational support and analysis to other areas of the business as needed. The ideal candidate is a detail-oriented professional with demonstrated ability to manage project and workforce capacity, with the ability to learn new workforce management methodologies, process mapping, and optimization techniques, and make data-driven decisions for project deliverables. Hands-on experience administering Amazon Connect — including building and maintaining contact flows, managing routing and queue configurations, configuring agent access and security profiles, and ensuring environment standards and documentation — is highly valued. This opportunity requires excellent problem-solving, communication skills, and a strong track record of delivering results. Cross-team collaboration, project management, and executive presentation skills are essential. Key job responsibilities - Analyze contact volume trends and workforce data to support headcount planning and staffing recommendations in partnership with the Capacity Planning team. - Est