Responsible for coordinating site-staffing needs including reporting and analysis of site headcount numbers as per staffing plan.
Understanding and monitor symptoms of CSA burnout, detecting the metrics that can signal these symptoms and assist in implementing interventions to eliminate outlier experiences.
Responsible to coordinate various cross-training, new-hires, and management of network and site-wide shift rotation processes as per business need.
Create work schedules for associates, identifies and proactively resolves headcount deficiencies and overages.
Investigate defects and operational anomalies to identify systemic drivers (system-related, behavioral, or shared responsibility), not just symptoms. Highlight and communicate metrics impacting the operation that could impact service levels, customer experience, and business process.
Build and maintain validation checks, dashboards, and automated alerts to catch defects early — before they impact customers or operations.
Independently apply AI tools (e.g., Amazon Q, generative AI assistants, AgentZ) to accelerate analytical workflows, identifying opportunities to improve speed and quality of outputs.
Apply AI tools to develop automation for repetitive tasks within your workstream, demonstrating measurable productivity improvement.
About the team
The Network Strategy and Performance (NP) team defines and delivers the right human-assisted support to Amazon customers under demand and labor supply volatility, by optimizing the Amazon Customer Service (CS) network for customer experience, associate experience, and cost. We are responsible for: (1) planning customer support staffing; (2) preserving the customer experience when customers contact Customer Service; and (3) ensuring best costs for providing customer support.
We analyse historical data and anticipate potential business events to accurately predict the number of Customer Service Associates (CSAs) required for a given period. Our areas of expertise span forecasting, planning, optimization, data analytics, and reporting. We deliver our vision using operations research, data science, and program management — and we continue to challenge the status quo, invent and simplify, and deliver excellence for our customers.
The Network Performance team is on a transformation journey. We are building a future-ready team that combines analytical rigor with AI fluency, executive-level communication, and the ability to drive outcomes across organizational boundaries. We are seeking a Business Analyst to join this team and help shape how Amazon plans, staff, and optimizes its Customer Service network.
1+ years of tax, finance or a related analytical field experience
2+ years of complex Excel VBA macros writing experience
Bachelor's degree or equivalent
Experience defining requirements and using data and metrics to draw business insights
Experience with SQL or ETL
Experience working with Tableau
Experience using very large datasets
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.
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