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

Amazon is hiring a Workforce Planning Specialist II, Global Hiring Operations, GHXO Workforce Planning in Hyderabad, India. Level rates it ; you can apply on Amazon.

Level's read on this job

On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
The posting mentions workforce management, forecasting and capacity planning among its tools and skills.
Level classes it as a mid-level role.
Amazon has 20,000+ other open roles on Level.

AI in this role

Execute contact center forecasting, scheduling, and BPO vendor management for global hiring operations.

workforce-managementforecastingcapacity-planningbpo-managementbudgeting

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.

Basic qualifications

- 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.

Preferred qualifications

- 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.

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.

How we rate this

Workforce Planning Specialist II, Global Hiring Operations, GHXO Workforce Planning at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Workforce Planning Specialist II, Global Hiring Operations, GHXO Workforce Planning is an open job at Amazon.
Level rates this role AI Level 1 of 4: Little AI.
The role is based in IN, TS, Hyderabad.
The job was posted on September 1, 2026.
Seniority: mid.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Workforce ManagementForecastingCapacity PlanningBpo ManagementBudgeting

Questions you could be asked

Tell me about a project where workforce management was part of your work. What did you do?
Tell me about a project where forecasting was part of your work. What did you do?
Tell me about a project where capacity planning was part of your work. What did you do?
Tell me about a project where bpo management was part of your work. What did you do?
Tell me about a project where budgeting was part of your work. What did you do?

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List these exact terms on your resume: Workforce Management, Forecasting, Capacity Planning, Bpo Management, and Budgeting. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.

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