Real Time Analyst

4 weeks 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 sectorTHIS POSITION IS OFFERED ONSITE IN HYDERABAD IN. NIGHT SHIFT SCHEDULEFor more than 11 years, Amazon Web Services (AWS) has been the worlds most comprehensive and broadly adopted platform. offers over 100 fully-featured services to millions of active customers around the worldincluding the fastest-growing startups, largest enterprises, and leading government agenciesto 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 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

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, 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 500companies 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, theres nothing we cant achieve in the cloud.
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 empowers 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:
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.
Locations:

IND, TS, Hyderabad

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