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 rapid-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.

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📌 Workforce Planning Specialist II, Global Hiring Operations, GHXO Workforce Planning (Hyderabad)
🏢 Amazon
📍 Hyderabad