SAP Workflow Analyst

At Amazon were working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If youd like to help us build the place to find and buy anything online this is your chance to make history. We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience who thinks and acts globally and one who has the ability to invent and simplify processes to join us as Workforce Analyst for TSI Vertical.
The ideal candidate has a positive attitude and is a result oriented individual with willingness to work in a 24/7 environment. He/She should be able to clearly understand in-scope and out-scope for delivering end product or service ensures in time delivery of product or service as per customer expectations without gold plating. Creates and adopts standard work methodology for daily work to reduce re-work manual work error identification time and waste. Clearly communicates to all stakeholders the Timeline description of end product or service quality risks and resources needed and is also able to write good narratives.

Key Responsibilities:
Real-time monitoring & reporting of Schedule deviations like breaks absenteeism late login early logout and other schedule non-adherence.
Work on real-time tickets related to profile change request non-production request and associate GACD/RCC profile change request.
Prepare and communicate daily handoff report to WFM leadership team on SL performance.
Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk and initiate appropriate tactics to ensure service levels are maintained.
Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership.
Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
Communicate and callout changes to incoming contact patterns to operations and the WFM team
Have a real time communication with the WFM team and operations when callouts or changes need to be done
Support changes within routing of the skills or profiles
Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources probe/consider all of the facts considers other perspectives; conduct root cause analysis.









Key job responsibilities
Real-time monitoring & reporting of Schedule deviations like breaks absenteeism late login early logout and other schedule non-adherence.
Work on real-time tickets related to profile change request non-production request and associate GACD/RCC profile change request.
Prepare and communicate daily handoff report to WFM leadership team on SL performance.
Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk and initiate appropriate tactics to ensure service levels are maintained.
Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership.
Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
Communicate and callout changes to incoming contact patterns to operations and the WFM team
Have a real time communication with the WFM team and operations when callouts or changes need to be done
Support changes within routing of the skills or profiles
Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources probe/consider all of the facts considers other perspectives; conduct root cause analysis.


- 2 years of Contact Center Management / Workforce management (WFM) / Real Time Analyst (RTA) experience

- 1 years of Amazon or 4 years of contact center experience

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