WFM Real-Time Analyst, SPS EMEA Workforce Management
WFM Real-Time Analyst, SPS EMEA Workforce Management
Posted on :
10-05-2025
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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 queue status live channels performance Service Level (SL) trend and intraday KPIs such as incoming volume shrinkage etc.
Initiating mitigation actions in case of backlog or SL concerns as per the Service Level Condition Management and engaging Operations and stakeholders on the required support.
Realtime monitoring and reporting schedule deviations such as unplanned absenteeism late login unscheduled NonProductive Time (NPT) and any other nonadherence item.
Coordinating with Outsourcing Partner sites on SL management over the 24x7 bridge.
Handling realtime tickets related to schedule change requests NPT requests timeoff requests etc.
Prepare and communicate daily handoff report to WFM leadership team on SL performance.
Initiating escalation process for systems outages or other highseverity events submitting or updating tickets to the Hot Desk and Command Center as needed and initiating appropriate tactics to protect SL.
Serving as primary interface between WFM and Site Ops leadership to establish and strengthen a fruitful partnership.
2 years in a contact center environment.
Proficiency in English language.
Previous experience as a Workforce Management RealTime Analyst or similar roles.
Excellent analytical problemsolving and attentiontodetail skills.
Ability to manage workload with autonomy prioritize properly and meet tight deadlines.
Excellent written and verbal communication skills to interface effectively with staff managements and various other internal customers and stakeholders.
Proven userlevel expertise on Aspect/Alvaria/NICE or other Scheduling/WFM tools.
Proven userlevel expertise on Connect or other contact routing systems.
Advanced skills using Microsoft Excel in a business environment.
Proactive approach to identify improvement areas simplify and optimize processes
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 queue status live channels performance Service Level (SL) trend and intraday KPIs such as incoming volume shrinkage etc.
Initiating mitigation actions in case of backlog or SL concerns as per the Service Level Condition Management and engaging Operations and stakeholders on the required support.
Realtime monitoring and reporting schedule deviations such as unplanned absenteeism late login unscheduled NonProductive Time (NPT) and any other nonadherence item.
Coordinating with Outsourcing Partner sites on SL management over the 24x7 bridge.
Handling realtime tickets related to schedule change requests NPT requests timeoff requests etc.
Prepare and communicate daily handoff report to WFM leadership team on SL performance.
Initiating escalation process for systems outages or other highseverity events submitting or updating tickets to the Hot Desk and Command Center as needed and initiating appropriate tactics to protect SL.
Serving as primary interface between WFM and Site Ops leadership to establish and strengthen a fruitful partnership.
2 years in a contact center environment.
Proficiency in English language.
Previous experience as a Workforce Management RealTime Analyst or similar roles.
Excellent analytical problemsolving and attentiontodetail skills.
Ability to manage workload with autonomy prioritize properly and meet tight deadlines.
Excellent written and verbal communication skills to interface effectively with staff managements and various other internal customers and stakeholders.
Proven userlevel expertise on Aspect/Alvaria/NICE or other Scheduling/WFM tools.
Proven userlevel expertise on Connect or other contact routing systems.
Advanced skills using Microsoft Excel in a business environment.
Proactive approach to identify improvement areas simplify and optimize processes
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.
Required Experience:
IC
Employment Type
Full-Time
Department / Functional Area
Key Skills
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