Real Time Analyst, BizOps - Work Force Management (WFM)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.
For more than 11 years, Amazon Web Services (“AWS”) has been the world’s most comprehensive and broadly adopted platform. Offers over 100 fully featured services to millions of active customers around the world—including the fastest-growing startups, largest enterprises, and leading government agencies—to power their infrastructure. Premium Support provides global technical support to a wide range of customers using as they build mission-critical applications on top of services. Premium Support Global Business (Biz Ops) is a diverse team that provides the underlying infrastructure (tools, people planning, and processes) to enable decision-making to ensure business success and is seeking an experienced Real Time Workforce Analyst.
Key job responsibilities
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 real-time 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 KPI’s
•Review and process tickets assigned to the WFM team that require real-time assistance to different stakeholders
•In partnership with the Operations and WFM teams, the RTA monitors and reports on the execution of corrective/preventive changes to plans, in order to achieve KPIs
A day in the life
At AWS, (Real-Time Analyst) to be part of the AWS Premium Support Community. As a member of the AWS Premium Support team you will be at the forefront of this transformational technology assisting a global list of companies. The RTA will be a part of Workforce Management team and will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams internal.
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, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
AWS WFM team Mission Statement: Providing our customers with direction and global insight to drive operational excellence. Business Operations (BizOps) is an adaptable decision support mechanism that enables Support Engineers (SE) to maximize customer experience by improving business efficiency and effectiveness in order to achieve objectives. We will accomplish this by: Injecting a regular cadence of reviews and inspections, bringing consistent focus to the organization’s goals Defining the global standardization and implementation of processes by providing the right mechanisms to meet customer demand, Identifying areas of opportunity and providing actionable insights
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
- Bachelor's 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 using contact center technologies, such as Avaya, IEX, Nice, InContact, or similar; 2+ years of previous experience in a workforce management role, such as a real time analyst or workforce analyst
- Knowledge of Excel at an advanced level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Proactively gather the right data from appropriate sources and implement effective resolutions, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
- Ability to prioritize and meet tight deadlines
- Proven ability to build and maintain relationships with key stakeholders to ensure shared objectives are met