Data Analyst Lead

2 weeks ago


Hyderabad, Telangana, India Amazon Full time

About AWS Support

AWS Support is 24/7/365 operational, providing real-time assistance to customers. As a key member of the Workforce Management (WFM) team, you will be responsible for monitoring and analyzing performance metrics in real-time.

Key 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 expected capacity against 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 shrinkage, occupancy, and core KPIs.
  • Review and process tickets assigned to the WFM team that require real-time assistance from different stakeholders.
  • In partnership with the Operations and WFM teams, monitor and report on the execution of corrective/preventive changes to plans to achieve KPIs.

About You

We're looking for a highly analytical individual with strong technical skills and experience in workforce management platforms. You should have excellent communication and interpersonal skills, with the ability to communicate effectively with a wide range of constituencies in a diverse environment.

What We Offer

At AWS, we value diversity and inclusion. We strive to create an inclusive culture that empowers our people to take pride in what makes us unique. Our employee-led affinity groups promote inclusion and foster stronger, more collaborative teams.

How to Apply

If you're a motivated and detail-oriented professional looking for a new challenge, please apply with your resume and cover letter.



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