WFM & MIS Analyst, InPayments Operations Team
WFM & MIS Analyst, InPayments Operations Team
Posted on :
08-06-2025
Employer Active
1 Vacancy
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Job Description
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
- Bachelors 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
- Knowledge of SQL and Excel at a moderate or advanced level
- Experience with Workforce Management Planning and Forecast Planning
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
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
- Bachelors 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
- Knowledge of SQL and Excel at a moderate or advanced level
- Experience with Workforce Management Planning and Forecast Planning
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
IC
Employment Type
Full-Time
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