Contact Center Operations Expert

2 days ago

Bengaluru, Karnataka, India myGwork Full time
Job Summary

We are seeking a highly skilled Contact Center Operations Expert to join our team at Amazon. As a Workforce Analyst for STAR Vertical, you will play a crucial role in delivering best-in-class Customer Experience.

About the Role

This is an exceptional opportunity to work with a talented and motivated team, driving real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals.

Key Responsibilities:
  • Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout, and other schedule non-adherence.
  • Work on real-time tickets related to profile change request, non-production request, and associate GACD profile change request.
  • Prepare and communicate daily handoff report to WFM leadership team on SL performance.
  • Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained.
  • Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership.
  • Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals.
  • Communicate and callout changes to incoming contact patterns to operations and the WFM team.
  • Have a real-time communication with the WFM team and operations when callouts or changes need to be done.
  • Support changes within routing of the skills or profiles.
Requirements:
  • Analytical and mathematical skills.
  • Written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers.
  • Numerical and analytical skills.
  • Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances.
  • Demonstrated ability to communicate effectively in a multi-cultural environment.
  • 1+ years of experience as a Workforce management/RTA.
Preferred Qualifications:
  • Proven expertise knowledge with Aspect.
  • Advanced skills using Microsoft Excel in a business environment.
  • Ability to prioritize and meet tight deadlines Analytical with attention to detail.
  • Bachelor's degree 2+ years' experience in Contact Center Management.
About MyGwork

MyGwork is an inclusive employer and a member of the largest global platform for the LGBTQ+ business community. We offer a dynamic work environment that values diversity and inclusion.

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