SPS WFM RTA, IN RTA TEAM
SPS WFM RTA, IN RTA TEAM
Posted on :
09-05-2025
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1 Vacancy
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Job Description
Since 1995 Amazon has focused on being the worlds most customer centric company. Our customers are worldwide and include not just consumers but also our sellers. Worldclass retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon ecommerce platform. Over 2 million sellers offer new used and collectible selections to Amazon customers around the world. To meet our sellers needs our smart diverse customerobsessed employees are constantly innovating and building on new ideas.
Who we are. Within Amazon the Selling Partner Support (SPS) Organizations goal is to enable sellers vendors and brand owners of any size by helping them build the business they want. We obsess over the provision of world class support technical assistance and account management services to our global partners. We strive to predict our customers needs create innovative selfhelp tools and provide solutions to help them better serve their own customers and grow their businesses. We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance.
Who you are. As a Workforce Management (WFM) RealTime Analyst (RTA) you will monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. In this role you will experience a wide range of problem solving situations that require immediate real time intervention.
Key job responsibilities
Responsibilities:
Realtime monitoring & reporting of Schedule deviations like breaks absenteeism late login early logout and other schedule nonadherence.
Coordinate with outsourced sites on SL management over 24x7 bridge and keep the WFM team update through SharePoint notes.
Work on realtime tickets related to schedule change request nonproduction request and associate GACD 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.
2 years of experience in an English contact center environment
Previous experience as a Workforce management RTA
Excellent analytical and mathematical skills.
Excellent written and verbal communication skills are required to interface effectively with staff managements and various other internal and external customers
Proven expertise knowledge with Aspect
Advanced skills using Microsoft Excel in a business environment
Ability to prioritize and meet tight deadlines
Analytical with attention to detail
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.
Who we are. Within Amazon the Selling Partner Support (SPS) Organizations goal is to enable sellers vendors and brand owners of any size by helping them build the business they want. We obsess over the provision of world class support technical assistance and account management services to our global partners. We strive to predict our customers needs create innovative selfhelp tools and provide solutions to help them better serve their own customers and grow their businesses. We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance.
Who you are. As a Workforce Management (WFM) RealTime Analyst (RTA) you will monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. In this role you will experience a wide range of problem solving situations that require immediate real time intervention.
Key job responsibilities
Responsibilities:
Realtime monitoring & reporting of Schedule deviations like breaks absenteeism late login early logout and other schedule nonadherence.
Coordinate with outsourced sites on SL management over 24x7 bridge and keep the WFM team update through SharePoint notes.
Work on realtime tickets related to schedule change request nonproduction request and associate GACD 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.
2 years of experience in an English contact center environment
Previous experience as a Workforce management RTA
Excellent analytical and mathematical skills.
Excellent written and verbal communication skills are required to interface effectively with staff managements and various other internal and external customers
Proven expertise knowledge with Aspect
Advanced skills using Microsoft Excel in a business environment
Ability to prioritize and meet tight deadlines
Analytical with attention to detail
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.
Employment Type
Full-Time
Department / Functional Area
Key Skills
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