This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

DESCRIPTION:
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 ...