Workforce Analyst, Amazon Autos

Amazon•Seattle, WA

16d•$82,700 - $130,100•Onsite

About The Position

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.

Requirements

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.
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

Nice To Haves

Bachelor's degree in finance, accounting, business, economics, engineering , analytics, mathematics, statistics or a related technical or quantitative field
Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.
Certification in Workforce Management (e.g., CWPP - Certified Workforce Planning Professional)
Experience with workforce management software (e.g., Aspect, NICE IEX, Verint)

Responsibilities

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.

Benefits

health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
paid time off
parental leave
sign-on payments
restricted stock units (RSUs)

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