WFM - Workforce Analyst, IT Services Global Workforce Planning

IT Services organization is looking for a Workforce Analyst who can be a part of a fast-growing capacity planning and workforce management team. The ideal candidate is a leader with demonstrated ability to implement workforce management methodologies, process mapping, and optimization techniques and make data driven decisions for project deliverables. They will also possess an analytic and optimization background to enable tactical workforce planning. Cross-team collaboration and project management skills are essential. A passion for developing a standard Global WFM model is required, as is engaging your team to do the same. You will play an active part in this effort.


In this role, you will support the delivery of service levels and productivity targets for all skills/sites you support. You will understand our business drivers and levers, and will monitor and report volume actuals against forecast, to meet short-term outlook.


Key job responsibilities
On-going generation, creation, and maintenance of accurate data/reporting
Run “what-if” scenarios for staffing
Analyze data to outline any reasons for under/over performance, and recommend actions to improve performance.
Support the production, communication, & implementation of service level action plans
Monitor staffing levels against scheduled plan to efficiently handle incoming work units at the prescribed service levels
Work with operational and support teams to effectively plan non-productive time (NPT)
Ensure accurate recording and reporting of metrics
Develop relationships with leadership and workflow/capacity partners, to include sharing standard methodologies
Work closely with leadership to identify “hot spots” and take appropriate actions to minimize any impacts
Communicate and interact effectively with operations and support functions to provide internal customers with information/data needs in a timely manner
Evaluate and implement opportunities for improving workflow processes and automation of processes
Monitor adherence to productivity and SLA

- 2+ years of tax, finance or a related analytical field experience
- 2+ years of Excel or Tableau (data manipulation, macros, charts and pivot tables) experience
- Experience defining requirements and using data and metrics to draw business insights
- Experience with SQL or ETL
- Bachelor's degree or equivalent

- Experience working with Tableau
- Experience using very large datasets

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, TX, Virtual Location - Texas - 55,800.00 - 97,600.00 USD annually