Cloud Services Operations Analyst
4 days ago
About the Role
Amazon Web Services (AWS) is seeking a highly skilled Real Time Analyst to join our BizOps team. The successful candidate will be responsible for monitoring and analyzing real-time performance data to ensure optimal service levels and efficiency.
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 to different stakeholders
What You'll Need
- Bachelor's degree in an analytical or business field, or comparable business experience with some technical background
- 3+ years of previous experience in a contact center environment using contact center technologies, such as Avaya, IEX, Nice, InContact, or similar; 2+ years of previous experience in a workforce management role, such as a real-time analyst or workforce analyst
- Knowledge of Excel at an advanced level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
Why AWS?
At AWS, we value diverse experiences and encourage candidates from all backgrounds to apply. We offer a dynamic and inclusive work environment, with opportunities for professional growth and development. Join our team and be part of a global community that is shaping the future of cloud computing.
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