Real Time Performance Analyst

1 week ago

Bengaluru, Karnataka, India AWS India - Karnataka - D11 Full time
Job Summary

We are seeking a skilled Real-Time Analyst to join our AWS Support Engineer Community Workforce Management team in AWS India - Karnataka - D11. As a key member of the team, you will be responsible for monitoring, measuring, and analyzing operational performance and progression metrics in real-time, utilizing our Workforce Management (WFM) systems and standardized protocols.

About the Role

Key Responsibilities:

  • Monitor and analyze real-time performance service levels and backlogs 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 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, monitor and report on the execution of corrective/preventive changes to plans to achieve KPIs.
Requirements

BASIC QUALIFICATIONS:

  • 3+ years of previous experience in a Contact Center environment.
  • 2+ years of previous experience in a Workforce Management role as a RTA or Analyst.
  • Proven experience with WFM platforms.
  • Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
  • Demonstrated Decision Making/ Complex Problem Solving skills.
About AWS

AWS is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating, which is why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

We value work-life harmony and 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.

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