Do you want to help shape the future of workforce planning and hiring operations? Amazon Workforce Staffing's Global Hiring Experience Operations (GHXO) team is seeking an exceptionally talented individual to join our team as a Specialist II, Global Planning.
We are seeking an experienced planning professional to join our GHXO team. This individual will execute contact center forecasting and scheduling across both internal site locations and BPO vendor sites, manage vendor relationships, and support procurement activities to ensure our hiring operations deliver exceptional candidate and hiring manager experiences at scale.
The ideal candidate will draw from their experience in contact center workforce management, capacity planning, and operational budgeting; demonstrating their ability to analyze data, drive scheduling decisions, execute process improvements, and deliver results in a fast-paced, high-volume environment. Experience in BPO vendor management or procurement is a plus but not required.
Key job responsibilities
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.
Triage operational issues across internal and vendor sites; own resolution timelines and communicate status to leadership.
A day in the life
You will work as part of the GHXO planning team, balancing your time between forecasting and scheduling activities for internal and outsourced contact center operations, managing vendor performance, and supporting budget and procurement workflows. You will analyze volume trends, adjust staffing plans, review vendor scorecards, reconcile budget variances, and collaborate with cross-functional partners to remove obstacles and maintain operational excellence.
About the team
The Global Hiring Experience Operations (GHXO) team within Amazon Workforce Staffing owns the end-to-end hiring experience for high-volume roles. The team operates internal contact center sites and partners with BPO vendors to deliver additional capacity that supports candidate engagement, hiring workflows, and operational scalability. GHXO drives efficiency and quality across both internal and outsourced operations while maintaining Amazon's high bar for candidate experience.
- 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.
- 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 data mining and reporting tools such as Python, SQL, or Tableau
- Experience in procurement processes including RFPs, contract negotiation, and cost modeling for outsourced services.
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