REAL TIME ANALYST (WFM), AWS SUPPORT

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.
At AWS, we’re looking to hire a Real-Time Analyst (RTA) to be part of the AWS Premium Support 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.
THIS ROLE IS IN PERSON IN DALLAS, TEXAS.
Key job responsibilities Key job responsibilities Intraday real time monitoring of performance service levels and backlog for all queues, agents, teams, and sites in a 24/7 operations 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 Please note, this is an in-person position in Dallas, TX.
This role is not offered virtually/does not offer remote work.
About the team About AWS 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.
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BASIC QUALIFICATIONS - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Knowledge of Excel at an intermediate level (e.
., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) - 3+ years of previous experience in a contact center environment using contact center technologies, such as Avaya, Genesys, Nice, InContact, TalkDeks, Five9 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.
., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) PREFERRED QUALIFICATIONS - Knowledge of SQL - 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