Workflow Analyst I, CXQO

Amazon; Hyderabad; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Amazon’s AWS Applied AI Solutions is seeking a Workforce Capacity Planning Analyst in Hyderabad to optimize staffing across multiple network sites, balancing short-term forecasts with service levels for an always-on operations network.

You will work with CXQO network and Operations to generate input for capacity plans, monitor adherence, and drive improvements using data-driven insights in a fast-paced environment. Night shifts and rotational offs are required.

Qualifications

• Bachelor's degree or equivalent.
• Advanced Excel with pivot tables, macros, index/match, and VBA.
• Strong problem solving and root cause analysis skills.
• Experience using data and metrics to draw business insights.
• Experience with SQL or ETL and cross-functional collaboration.

Responsibilities

• Generate forecast and plan capacity for multiple network sites; manage short-term staffing (4–6 weeks).
• Create and maintain CXQO associate shift schedules to meet forecast and SLs.
• Develop short/long-term operational plans to optimize staffing costs.
• Create intra-day, daily, and weekly plans to meet forecasted productivity.
• Establish feedback mechanisms to improve capacity planning processes.
• Dive deep on site/network performance to guide Operations and program management.
• Monitor staffing against plan and adjust as needed (OT, cross-skill, shrinkage).
• Plan and monitor adherence to schedules and non-productive activities.
• Maintain CXQO associate matrix based on hours of operation, seating, transport.
• Participate in initiatives to meet growing business needs.
• Network with stakeholders across Operations, program management, training, GREF teams.

Skills

Advanced Excel

Pivot Tables

Macros

Index/Match

VBA

Data Links

Problem Solving

Stakeholder Management

Project Management

Inter-team Collaboration

Education

Bachelor's degree or equivalent

Tools

SQL

ETL

Job description

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.
Amazon Physical Stores is more start-up than big-company, a group of entrepreneurial, perceptive, and creative leaders with innovation at our core. We’re pushing the state of the art in helping customers shop in engaging, fast, and safe ways. To date we’ve created stores that let you use an app to enter, take what you want and exit the store. Our checkout-free shopping experience is made possible by our Just Walk Out Technology, which automatically detects when products are taken from or returned to the shelves and keeps track of them in a virtual cart. When you’re done shopping, you can just leave the store. Shortly after, we’ll charge your Amazon account and send you a receipt. Designed and custom-built by Amazonians, our Just Walk Out Technology uses a variety of technologies including computer vision, sensor fusion, and advanced machine learning. Innovation is part of our DNA! Our goal is to be Earths’ most customer centric company and we are just getting started. We need people who want to join an innovative program that continues to push the state of the art in computer vision, machine learning, distributed systems and hardware design.
We are looking for a Workforce Capacity Planning (CP) Analyst who is passionate about customer experience, thinks and acts globally, a strong communicator and networker to build successful working relationships across CXQO network and has the edge to drive industry standard innovations. The ideal candidate will need to possess a strong schedule optimization background that enables them to manage quantitative planning to achieve productivity goals for the network, possess analytical background that enables them to manage network planning, experience a wide range of problem solving situations which are strategic to real-time to identify opportunities for improvement and is able to extensively use data collection for further analysis. The Workforce CP Analyst is responsible to share guidance on real-time staffing adjustments, work with sites on special events planning, build processes to manage contingency, real-time business domain blending to help business meet its service levels; they aid as a resource, advisor and is a close working partner with Operations and other functional, support teams. The successful candidate will also need to be an analytical problem solver who is comfortable in a fast-paced, multi-tasked, high-energy environment. This role requires candidates to be flexible to working in Night shifts and Rotational Week offs Please note: this team is not customer-facing.

Key job responsibilities

• Generate forecast, plan capacity for multiple network sites, successfully manage short term staffing of the sites (4 to 6 weeks), work closely with long-term planning, program, Ops and multiple stakeholders and come up with right input and exception mechanisms on factors affecting forecast
• Create and accurately maintain CXQO associate shift schedules ensuring that shifts are optimally planned to meet the short term forecast requirements and SLs (Service Levels)
• Build short/long term operational plans for network sites to optimize variable costs associated with staffing
• Creates intra-day, daily, weekly plan for business to meet the forecasted numbers and required productivity
• Setup feedback mechanism to share overall capacity planning processes improvements and drive better planning accuracy for future
• Performs dive deep on daily, weekly, and monthly site/network performance to provide feedback to Operations and other program management stakeholders to help sites meet its efficiency goals
• Monitor actual staffing levels against plan and take corrective actions to flex-up or flex down as required like OT (Over Time) calls, cross skill support, shrinkage, shift changes to improve service levels
• Effectively plan and monitor associate adherence to the assigned schedules & plan non-productive activities
• Maintain CXQO associate matrix for each sites basis it’s hours of operation, seating and transportation plan
• Participate in initiatives to cater to growing business needs
• Connect and network with stake-holders, including but not limited to operations, program management, training, GREF teams
• Supports Capacity Planning leadership by maintaining accurate records of planned and required headcount in each of business groups/marketplace on a weekly basis
• Communicate and maintain vision, Leadership Principles and culture with the team
• Written and verbal communication up to operations level

• Bachelor's degree or equivalent
• Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.
• Experience demonstrating problem solving and root cause analysis
• Experience defining requirements and using data and metrics to draw business insights
• Experience with SQL or ETL
• Experience working and communicating with multiple stakeholders, C-level executives and cross-functional teams

• Experience with strong project management skills and the ability to thrive in a fast-paced environment
• Experience running an effective operational excellence program
• 5+ years of engineering team management in a fast-paced operations environment experience
• Experience in inter-team working skills to develop partnership with partner, tech team and operating at leadership levels

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.