Job Description

DESCRIPTIONAWS 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.
The AWS Support Engineer team provides global technical support to a wide range of customers using as they build mission-critical applications on top of services. Support Engineer 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
You will be responsible for:
*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 schedule change request, non-production 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.
*Primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership

• 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.

A day in the life
At AWS, (Real-Time Analyst) to be part of the AWS Support Engineer Community. As a member of the AWS Support Engineer 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.
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 Engineer Team 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 insightsAbout 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.We are open to hiring candidates to work out of one of the following locations:Bangalore, KA, IND | Hyderabad, TS, INDBASIC 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 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 strong relationships with key stakeholders to ensure shared objectives are met
- Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment

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