Real Time Analyst WFM

AWS Sales Marketing and Global Services (SMGS) is responsible for driving revenue adoption and growth from the largest and fastest growing small and midmarket accounts to enterpriselevel customers including public sector.

THIS POSITION IS OFFERED ONSITE IN HYDERABAD.
AWS Support is 24/7/365 operational. This role is required to work in India Night Shift Hours

At AWS were looking to hire a RealTime Analyst (RTA) to be part of the AWS Support Engineer Community Workforce Management (WFM) team. The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming volume. This position is responsible for monitoring measuring and analyzing operational performance and progression metrics in by utilizing out WFM systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. This position will have high visibility to all the internal operations teams and thirdparty organizations.

Key job responsibilities
Intraday real time monitoring of performance service levels and backlog for all queues agents teams and sites in a 24/7 operation environment
Drive realtime adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
Communicate and call out changes to incoming contact patterns to operations and the broader WFM team in real time
Support changes within routing profiles
Update and send reports related to the performance of each site including but not limited to shrinkage occupancy and core KPIs
Review and process tickets assigned to the WFM team that require realtime assistance to different stakeholders
In partnership with the Operations and WFM teams the RTA monitors and reports on the of corrective/preventive changes to plans in order to achieve KPIs
Other tasks and responsibilities as assigned by the Team Manager
Work a flexible schedule/shift/work area including weekends nights and/or holidays

About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

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Bachelors degree in an analytical or business field or comparable business experience with some technical background
3 years of previous experience in a Contact Center environment; 2 years of previous experience in a Workforce Management role as a RTA or Analyst
Proven experience with WFM platforms strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
Demonstrated 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; refer to long term plans and goals; prioritize key factors; act decisively promptly and confidently.

Advanced Knowledge of Excel (e.g. pivot tables & charts multiple criteria lookups nested logical/IF formulas data cleansing array formulas etc.; Knowledge of SQL
Ability to prioritize and meet tight deadlines; Analytical with attention to detail
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
Demonstrates high degree of ability to analyze data using the data to drive decision making and implement effective resolutions

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