Workforce Planning Specialist II, Global Hiring Operations, GHXO Workforce Planning

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Skills you'll use

What you'll do

• Execute contact center forecasting models to project staffing needs across internal site locations and BPO vendor sites; ensure alignment with demand plans and hiring targets.
• Build and maintain scheduling frameworks for internal and outsourced contact center operations; optimize shift coverage, service levels, and agent utilization across all locations.
• Manage day-to-day BPO vendor relationships; track performance against SLAs, escalate issues, and drive corrective action plans.
• Support procurement activities for BPO vendors; assist with RFP processes, contract renewals, and cost analysis.
• Maintain operational budget planning throughout the fiscal year; track spend against plan, identify variances, and recommend adjustments to stay within budget targets.
• Process and develop upcoming year Operating Plan (OP) assumptions for contact center spend across internal and vendor operations; provide data-driven inputs for annual planning cycles.
• Analyze key operational metrics (service level, occupancy, shrinkage, attrition) across internal and vendor sites to identify performance gaps and recommend solutions.
• Deep dive inefficiencies across internal and vendor operations; own root cause analysis and implement scalable mechanisms to resolve recurring issues.
• Coordinate with internal stakeholders (Capacity Planning, Finance, Vendor Management, Operations) to ensure forecasting inputs and vendor deliverables remain aligned.
• Develop and maintain operational playbooks, SOPs, and reporting tools that support planning accuracy and accountability across internal and vendor teams.

Who can apply

• - Bachelor's degree, or 2+ years of Amazon (blue badge/FTE) experience
• - Knowledge of Microsoft Office products and applications
• - 3+ years of contact center operations management with demonstrated progressively increased responsibility experience
• - Experience analyzing data and best practices to assess performance drivers
• - Experience with operational budget management or financial planning within a contact center environment.

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