Customer Operations Workforce Planning, Amazon Leo Global Operations

Job 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…