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. 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:

Dallas, TX, USA

BASIC QUALIFICATIONS

- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

- Knowledge of Excel at an intermediate level (e.g., 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.g., 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

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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