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Real Time Analyst
1 week ago
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from small- and mid-market accounts to enterprise-level customers, including the public sector.
Join us at AWS as a Real-Time Analyst (RTA) within the AWS Support Engineer Community Workforce Management (WFM) team.
The RTA will be in charge of monitoring service levels and site performance throughout the day to ensure efficient management of incoming volume.
This role involves monitoring, measuring, and analyzing operational performance by utilizing our WFM systems and standardized protocols to ensure seamless integration for all parties involved. This position offers great visibility to internal operations teams and external organizations.
Key Responsibilities:
- Intraday real-time monitoring of performance service levels and backlog for all queues, agents, teams, and sites within a 24/7 operation environment
- Ensure real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metrics
- Communicate changes in incoming contact patterns to operations and the wider WFM team in real-time
- Support changes within routing profiles
- Update and share reports regarding site performance, including shrinkage, occupancy, and core KPIs
- Review and process tickets assigned to the WFM team requiring real-time assistance
- Work with Operations and WFM teams to report on the execution of corrective/preventive plan changes to achieve KPIs
- Additional tasks assigned by the Team Manager
- Flexible schedule including weekends, nights, and holidays
About the Team:
- Diverse Experiences: AWS values diverse experiences. Even if you do not meet all the preferred qualifications and skills, we encourage you to apply.
- Why AWS? Amazon Web Services is the leading cloud platform, trusted by startups and Global 500 companies alike.
- Inclusive Team Culture: Embrace uniqueness with AWS employee-led affinity groups and inclusive events.
- Mentorship & Career Growth: Endless opportunities for professional development and knowledge-sharing at AWS.
- Work/Life Balance: Achieve success at work without sacrificing time at home in our flexible working environment.
BASIC QUALIFICATIONS
- 3+ years of Contact Center experience; 2+ years in a Workforce Management role as a RTA or Analyst
- Experience with WFM platforms
- Strong interpersonal and communication skills
- Decision Making & Problem Solving skills
PREFERRED QUALIFICATIONS
- Advanced Excel and SQL knowledge
- Ability to prioritize and meet deadlines with attention to detail
- Effective communication skills in critical situations
- Strong data analysis abilities for decision-making
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