Amazon

Real Time Analyst (WFM)

Posted On

March 3, 2025

Location

Hyderabad, Telangana

Experience Level

Freshers/Experienced

Job Type

Project/Program/Product Management--Non-Tech

Apply By

March 25, 2025

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.

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

At AWS, we’re looking to hire a Real-Time Analyst (RTA) to be part of the AWS Support Engineer Community Workforce Management (WFM) team. The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming volume. This position is responsible for monitoring, measuring and analyzing operational performance and progression metrics in by utilizing out WFM systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. This position will have high visibility to all the internal operations teams and third-party organizations.

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
Other tasks and responsibilities as assigned by the Team Manager
Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

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
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

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.- 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; 2+ years of previous experience in a Workforce Management role as a RTA or Analyst
- Proven experience with WFM platforms, strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
- Demonstrated Decision Making/ Complex Problem Solving - proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.

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