Real Time Analyst WFM BizOps

2 months ago

Hyderabad Secunderabad, India timesjobs Full time

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. At AWS, were looking to hire a Real-Time 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 by utilizing our WFM systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. This position will have high visibility to all internal operations teams and third-party 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 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 KPIs.
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.
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.
Why AWS?
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats 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, its 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
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll 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, theres nothing we cant achieve in the cloud.
Locations - IND, TS, Hyderabad

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