Description Amazon Leo is Amazon’s low Earth orbit satellite network. Our mission is to deliver fast reliable internet connectivity to customers beyond the reach of existing networks. From individual households to schools hospitals businesses and government agencies Amazon Leo will serve people and organizations operating in locations without reliable connectivity. We are looking for a talented Operations Workforce Planning analyst who is ready to take charge of our model for a wide range of problem-solving situations strategic to real-time requiring extensive use of data collection and analysis to staff and plan for global customer support operations. This role will also serve as a primary administrator of our Amazon Connect environment — owning the configuration and maintenance of queues routing profiles contact flows IVR design security profiles agent hierarchies phone number management and overall health. Additionally this role will provide operational support and analysis to other areas of the business as needed. The ideal candidate is a detail-oriented professional with demonstrated ability to manage project and workforce capacity with the ability to learn new workforce management methodologies process mapping and optimization techniques and make data-driven decisions for project deliverables. Hands-on experience administering Amazon Connect — including building and maintaining contact flows managing routing and queue configurations configuring agent access and security profiles and ensuring environment standards and documentation — is highly valued. This opportunity requires excellent problem-solving communication skills and a strong track record of delivering results. Cross-team collaboration project management and executive presentation skills are essential. Key job responsibilities Analyze contact volume trends and workforce data to support headcount planning and staffing recommendations in partnership with the Capacity Planning team. Establish and maintain forecast structures for all agent skill types in partnership with key stakeholders. Partner with business teams to negotiate headcount allocation based on forecasted demand budget constraints and service level requirements. Manage the development of global workforce standards (AHT NPT Shrinkage Attrition Occupancy Service Level) in coordination with leadership ensuring all changes integrate with existing operational processes. Own the configuration and ongoing maintenance of the Amazon Connect environment including queues routing profiles contact flows IVR design security profiles agent hierarchies and phone number management. Manage teams groups permissions security profiles resolver groups and agent hierarchy structures within Amazon Connect to ensure proper access and organizational alignment. Make proactive routing and queue configuration changes based on long-term trend analysis as well as real-time adjustments to meet service level targets. Identify and develop future-state processes improvements within Amazon Connect to enhance operational efficiency and support evolving business needs. Develop improve and maintain environment standards documentation and change management processes to support operational consistency and scalability. Monitor real-time adherence and intraday performance to ensure optimal agent utilization and service level attainment. Analyze workforce performance metrics to identify trends gaps and optimization opportunities. Evaluate and adjust staffing schedules to align with forecasted contact volume and service level targets. Manage agent schedule administration ensuring agents have access to time-off options shift swaps and schedule exceptions and oversee the review and processing of NPT requests. Identify and implement workforce management tools and technology enablers that improve operating accuracy and efficiency. Develop and maintain regular reporting cadences (daily weekly monthly) to provide visibility into workforce performance forecast accuracy and capacity utilization. Proactively identify service improvement opportunities and drive continuous improvement across scheduling metric reporting and real-time delivery. Proactively identify capacity and operational risks develop mitigation strategies and present data-backed recommendations to leadership. Drive projects to improve planning and execution efficiency across the worldwide network of vendor partner staffing and operational sites. Provide operational support and analysis to other areas of the business as needed. Deliver executive-level presentations and reporting to communicate workforce strategies risks and outcomes. Export Control Requirement Due to applicable export control laws and regulations candidates must be a U.S. citizen or national U.S. permanent resident (i.e. current Green Card holder) or lawfully admitted into the U.S. as a refugee or granted asylum. Basic Qualifications Bachelor's degree or equivalent Experience defining requirements and using data and metrics to draw business insights Experience with Excel Experience making business recommendations and influencing stakeholders 2+ years of Contact Center Management / Workforce management (WFM) / Real Time Analyst (RTA) experience Experience working cross-functionally across several teams both technical and non-technical Experience with one or more analytics visualization tools (e.g. Excel Tableau QuickSight MicroStrategy PowerBI) 4+ years of experience defining and implementing process improvement initiatives using data and metrics including analyzing operational data to drive staffing decisions and process improvements Experience administering Amazon Connect including contact flows queues routing profiles security profiles and agent configuration Experience with workforce management (e.g. NICE VIBE Amazon Moment or similar) Knowledge of Excel at an advanced level (Pivot Tables VLookUps data modeling) Certifications in Amazon Connect Microsoft Office and/or Six Sigma Preferred Qualifications Experience in stakeholder management dealing with multiple stakeholders at varied levels of the organization Experience developing operational processes and technologies Experience managing analyzing and communicating results to senior leadership Experience in Contact Center Management / Workforce Management (WFM) / Real Time Analysis (RTA) 1+ years of using SQL to extract and manipulate data experience 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 WA Virtual Location - Washington - 82700.00 - 130100.00 USD annually Company - Amazon Kuiper Commercial Services LLC Job ID A10419994