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

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, BASIC QUALIFICATIONS - 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. PREFERRED QUALIFICATIONS - Experience with supplier or vendor relationship management - Experience working with recruiting and people-related tools, CRM systems, and complex spreadsheets - Experience delivering forecasting, budgeting, and variance analysis, and data interpretation of results, or experience in creating process improvements with automation and analysis - Experience delivering forecasting, budgeting, and variance analysis, and data interpretation of results, or experience working with Excel and large-scale

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.