Amazon Real Time Analyst 

India, Telangana, Hyderabad 

697012875

THIS POSITION IS OFFERED ONSITE IN HYDERABAD.
AWS Support is 24/7/365 operational. This role is required to work in India Night Shift Hours"This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. AWS Support is 24x7x365 operations and work timings for this role is in India night time"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 KPIsA day in the life
About the team
Diverse Experiences
Amazon 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 AWSWork/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is
Mentorship and 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.

- 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 with knowledge of Excel at an advanced level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulae, etc.)

- 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 strong relationships with key stakeholders to ensure shared objectives are met