We are seeking a detail-oriented WFM and MIS Analyst to join our team. The ideal candidate will optimize staffing levels, manage service levels, and drive operational excellence through data-driven decision making. Key job responsibilities • Manage queue, skill, and profile configurations to optimize staffing alignment with volume de-mands • Monitor and analyze real-time service levels, making necessary adjustments based on arrival pat-terns, scheduling, and productivity metrics • Conduct thorough root cause analysis on SLA misses through comprehensive data analysis • Contribute to the development and implementation of new performance metrics and tools • Lead change management initiatives related to workforce optimization • Manage escalation protocols for major operational issues • Maintain effective communication across all levels of organization, particularly regarding adher-ence issues • Develop and maintain daily, weekly, and monthly performance reporting ### Basic qualifications - Bachelor's degree - Experience with Microsoft Office products and applications - 1+ years of capacity planning, operations planning, business analysis or similar experience - Experience with Workforce Management Planning ### Preferred qualifications - Knowledge of SQL and Excel at a moderate or advanced level - 3+ years of demand planning and forecasting experience 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.