Real Time Analyst

● About the job
● Description
●
● AWS 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.
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● 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
●
● 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
●
● We are open to hiring candidates to work out of one of the following locations:
●
● Bangalore, KA, IND
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● Basic Qualifications
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● 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

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