Amazon

WFM Real-Time Analyst, SPS EMEA Workforce Management

Posted On

May 6, 2025

Location

Bengaluru, Karnataka

Experience Level

Freshers/Experienced

Job Type

Customer Service

Apply By

May 27, 2025

Job Description

Since 1995, Amazon has focused on being “the world’s most customer centric company.” Our customers are worldwide, and include not just consumers, but also our sellers. World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. Over 2 million sellers offer new, used, and collectible selections to Amazon customers around the world. To meet our sellers’ needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas.

Who we are. Within Amazon, the Selling Partner Support (SPS) Organization’s goal is to enable sellers, vendors, and brand owners of any size by helping them build the business they want. We obsess over the provision of world class support, technical assistance and account management services to our global partners. We strive to predict our customers' needs, create innovative self-help tools and provide solutions to help them better serve their own customers and grow their businesses. We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance.
Who you are. As a Workforce Management (WFM) Real-Time Analyst (RTA), you will monitor all issues that impact service levels and take actions to resolve or reduce the impact. Notify support teams as required. Perform operational and oversight responsibilities as required to ensure all SLAs are met. Evaluates facts surrounding schedule adherence, scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages. In this role you will experience a wide range of problem solving situations that require immediate real time intervention.

Key job responsibilities
Responsibilities:
- Real-time monitoring queue status, live channels performance, Service Level (SL) trend, and intraday KPI's, such as incoming volume, shrinkage, etc.
- Initiating mitigation actions in case of backlog or SL concerns, as per the Service Level Condition Management, and engaging Operations and stakeholders on the required support.
- Real-time monitoring and reporting schedule deviations, such as unplanned absenteeism, late login, unscheduled Non-Productive Time (NPT), and any other non-adherence item.
- Coordinating with Outsourcing Partner sites on SL management over the 24x7 bridge.
- Handling real-time tickets related to schedule change requests, NPT requests, time-off requests, etc.
- Prepare and communicate daily handoff report to WFM leadership team on SL performance.
- Initiating escalation process for systems outages or other high-severity events, submitting or updating tickets to the Hot Desk and Command Center as needed, and initiating appropriate tactics to protect SL.
- Serving as primary interface between WFM and Site Ops leadership to establish and strengthen a fruitful partnership.- 2+ years in a contact center environment.
- Proficiency in English language.
- Previous experience as a Workforce Management Real-Time Analyst or similar roles.
- Excellent analytical, problem-solving and attention-to-detail skills.
- Ability to manage workload with autonomy, prioritize properly, and meet tight deadlines.
- Excellent written and verbal communication skills to interface effectively with staff, managements, and various other internal customers and stakeholders.

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