WorkforceAnalyst

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 (input