Real Time Analyst

Real Time Analyst

Description

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

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

"This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. AWS Support is 24x7x365 operations and work timings for this role is in India night time"

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
•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
Amazon 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.

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.

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 and 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.

Basic Qualifications

- 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 with knowledge of Excel at an advanced level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulae, etc.)

Preferred Qualifications

- 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 strong relationships with key stakeholders to ensure shared objectives are met