Real Time Analyst, BizOps
4 months ago
For more than 11 years, Amazon Web Services (“AWS”) has been the world’s most comprehensive and broadly adopted platform. Offers over 100 fully featured services to millions of active customers around the world—including the fastest-growing startups, largest enterprises, and leading government agencies—to power their infrastructure. Premium Support provides global technical support to a wide range of customers using as they build mission-critical applications on top of services. Premium Support Global Business (Biz Ops) is a diverse team that provides the underlying infrastructure (tools, people planning, and processes) to enable decision-making to ensure business success and is seeking an experienced Real Time Workforce Analyst.
Key job responsibilities
Key job 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 the expected capacity against the 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 KPI’s
•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, the RTA monitors and reports on the execution of corrective/preventive changes to plans, in order to achieve KPIs
A day in the life
At AWS, (Real-Time Analyst) to be part of the AWS Premium Support Community. As a member of the AWS Premium Support team you will be at the forefront of this transformational technology assisting a global list of companies. The RTA will be a part of Workforce Management team and will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams internal.
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we 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.
AWS WFM team Mission Statement: Providing our customers with direction and global insight to drive operational excellence. Business Operations (BizOps) is an adaptable decision support mechanism that enables Support Engineers (SE) to maximize customer experience by improving business efficiency and effectiveness in order to achieve objectives. We will accomplish this by: Injecting a regular cadence of reviews and inspections, bringing consistent focus to the organization’s goals Defining the global standardization and implementation of processes by providing the right mechanisms to meet customer demand, Identifying areas of opportunity and providing actionable insights
BASIC QUALIFICATIONS
- 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.)
PREFERRED QUALIFICATIONS
- Proactively gather the right data from appropriate sources and implement effective resolutions, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
- Ability to prioritize and meet tight deadlines
- Proven ability to build and maintain relationships with key stakeholders to ensure shared objectives are met
-
Real Time Analyst
4 months ago
Bengaluru, India AWS India - Telangana Full timeAWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.For more than 11 years, Amazon Web Services (“AWS”) has been the world’s most comprehensive and broadly adopted platform....
-
Cloud Services Operations Analyst
6 days ago
Bengaluru, Karnataka, India Amazon Web Services India Private Limited Full timeJob Title: Real Time Analyst, BizOpsAbout the RoleAmazon 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 ResponsibilitiesIntraday real-time monitoring of performance...
-
Real Time Analyst
3 weeks ago
Bengaluru, Karnataka, India AWS India - Telangana Full timeAbout the RoleWe are seeking a highly skilled Real Time Analyst to join our AWS Premium Support team. As a key member of our Workforce Management team, you will be responsible for real-time monitoring of service levels and site performance to ensure effective management of incoming and outbound phone, chat, and email volume.Key ResponsibilitiesMonitor and...
-
Real Time Operations Analyst
3 weeks ago
Bengaluru, Karnataka, India AWS India - Karnataka - D11 Full timeAbout the RoleWe are seeking a highly skilled Real Time Analyst to join our AWS Support Engineer Community Workforce Management (WFM) team. As a Real Time Analyst, you will be responsible for monitoring and analyzing operational performance and progression metrics in real-time, utilizing our WFM systems and standardized protocols to ensure seamless...
-
Real Time Operations Analyst
3 weeks ago
Bengaluru, Karnataka, India AWS India - Karnataka - D11 Full timeAbout the RoleWe are seeking a highly skilled Real Time Analyst to join our AWS Support Engineer Community Workforce Management team. As a Real Time Analyst, you will be responsible for monitoring and analyzing operational performance and progression metrics in real-time, utilizing our WFM systems and standardized protocols to ensure seamless execution of...
-
Real Time Operations Analyst
6 days ago
Bengaluru, Karnataka, India AWS India - Telangana Full timeJob Description:At AWS, we are seeking a skilled Real Time Analyst to join our team. As a Real Time Analyst, you will be responsible for monitoring and analyzing real-time data to ensure optimal performance and efficiency in our contact centers.Key Responsibilities:Monitor and analyze real-time data to identify trends and areas for improvement.Develop and...
-
Real Time Operations Analyst
2 weeks ago
Bengaluru, Karnataka, India AWS India - Karnataka - D11 Full timeAbout the RoleWe are seeking a highly skilled Real Time Analyst to join our AWS Support Engineer Community Workforce Management (WFM) team. As a Real Time Analyst, you will be responsible for monitoring and analyzing operational performance and progression metrics in real-time, utilizing our WFM systems and standardized protocols to ensure seamless...
-
Real Time Operations Analyst
7 days ago
Bengaluru, Karnataka, India AWS India - Telangana Full timeAbout the RoleThe Real Time Operations Analyst will be responsible for monitoring and reporting on the performance of our customer service teams in real-time. This includes tracking key performance indicators such as service levels, adherence, and shrinkage. The ideal candidate will have experience working in a contact center environment and be proficient in...
-
Real-Time Operations Analyst
4 weeks ago
Bengaluru, Karnataka, India AWS India - Karnataka - D11 Full timeAbout the RoleWe are seeking a highly skilled Real-Time Analyst to join our AWS Support Engineer Community Workforce Management (WFM) team. As a key member of our team, you will be responsible for monitoring and analyzing operational performance and progression metrics in real-time, utilizing our WFM systems and standardized protocols to ensure seamless...
-
Real Time Operations Analyst
4 weeks ago
Bengaluru, Karnataka, India Amazon Web Services India Private Limited Full timeAbout the RoleWe are seeking a highly skilled Real Time Analyst to join our AWS Premium Support team. As a key member of our Workforce Management team, you will be responsible for real-time monitoring of service levels and site performance to ensure effective management of incoming and outbound phone, chat, and email volume.Key ResponsibilitiesMonitor and...
-
Real Time Operations Analyst
2 weeks ago
Bengaluru, Karnataka, India Amazon Web Services India Private Limited Full timeAbout the RoleWe are seeking a highly skilled Real Time Analyst to join our AWS Premium Support team. As a key member of our Workforce Management team, you will be responsible for real-time monitoring of service levels and site performance to ensure effective management of incoming and outbound phone, chat, and email volume.Key Responsibilities:Intraday...
-
Real Time Performance Analyst
1 week ago
Bengaluru, Karnataka, India AWS India - Karnataka - D11 Full timeJob SummaryWe 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...
-
Real Time Operations Analyst
1 week ago
Bengaluru, Karnataka, India Amazon Web Services India Private Limited Full timeJob DescriptionAmazon Web Services (AWS) is seeking a highly skilled Real Time Analyst to join our Premium Support team. As a Real Time Analyst, you will be responsible for monitoring and analyzing real-time performance data to ensure optimal service levels and efficiency metrics.Key Responsibilities:Monitor and analyze real-time performance data to identify...
-
Real Time Analyst, Business Operations
3 weeks ago
Bengaluru, Karnataka, India Amazon Web Services India Private Limited Full timeAbout the RoleAs a Real Time Analyst, you will be part of the AWS Premium Support team, responsible for real-time monitoring of service levels and site performance. You will work closely with the Operations and WFM teams to ensure effective management of incoming and outbound phone, chat, and email volume.Key Responsibilities Monitor and analyze real-time...
-
Real Time Performance Analyst, Operations
2 weeks ago
Bengaluru, Karnataka, India Amazon Web Services India Private Limited Full timeAbout the RoleThe Real Time Analyst will be part of the AWS Premium Support Community, working closely with the Operations and Workforce Management teams to ensure effective management of incoming and outbound phone, chat, and email volume. This role will be responsible for real-time monitoring of service levels and site performance, ensuring that our...
-
Real Time Operations Analyst
4 weeks ago
Bengaluru, Karnataka, India AWS India - Telangana Full timeAbout the RoleWe are seeking an experienced Real Time Analyst to join our AWS Premium Support team. As a key member of our Workforce Management team, you will be responsible for real-time monitoring of service levels and site performance to ensure effective management of incoming and outbound phone, chat, and email volume.Key ResponsibilitiesIntraday...
-
Real Time Operations Analyst
6 days ago
Bengaluru, Karnataka, India AWS India - Karnataka - D11 Full timeJob Title: Real Time AnalystAbout the RoleWe are seeking a highly skilled Real Time Analyst to join our AWS Support Engineer Community Workforce Management (WFM) team. The selected candidate will be responsible for monitoring and analyzing operational performance and progression metrics in real-time, utilizing our WFM systems and standardized protocols.Key...
-
Real Time Analyst
4 months ago
Bengaluru, India AWS India - Karnataka - D11 Full timeAWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.At AWS, we’re looking to hire a Real-Time Analyst (RTA) to be part of the AWS Support Engineer Community Workforce Management...
-
Real Time Analyst, Business Operations
3 weeks ago
Bengaluru, Karnataka, India Amazon Web Services India Private Limited Full timeAbout the RoleAmazon Web Services (AWS) is seeking a highly skilled Real Time Analyst to join our Business Operations team. As a key member of our team, you will be responsible for real-time monitoring of service levels and site performance to ensure effective management of incoming and outbound phone, chat, and email volume.Key ResponsibilitiesMonitor and...
-
Bengaluru, Karnataka, India Amazon Web Services India Private Limited Full timeAbout the RoleThe AWS Premium Support team is seeking an experienced **Real Time Analyst** to join our global workforce management team. As a Real Time Analyst, you will be responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat, and email volume.Key...
