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

About the role

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.

What you'll do

• Work as part of the GHXO planning team, balancing your time between forecasting and scheduling activities for internal and outsourced contact center operations
• Analyze volume trends, adjust staffing plans, review vendor scorecards, reconcile budget variances
• Execute contact center forecasting models to project staffing needs across internal site locations and BPO vendor sites
• Build and maintain scheduling frameworks for internal and outsourced contact center operations; optimize shift coverage, service levels
• Manage day-to-day BPO vendor relationships; track performance against SLAs, escalate issues, and drive corrective action plans

What you need

• 3–6 yrs of experience
• MS Office
• Data analysis
• Reporting
• Vendor management
• SOP writing
• Root cause analysis
• Any graduate

Good to have

• Excel
• SQL
• Variance analysis
• CRM
• Python
• Tableau