Real Time Analyst

• 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
• Knowledge of Excel at an advanced level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
• Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment

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. The
AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer
success. AWS Support also partners with a global list of customers that are building mission-critical applications on top
of AWS services.
For more than 11 years, Amazon Web Services (“AWS”) has been the world’s most comprehensive and broadly adopted platform. offers over 100 fully featured services to millions of active customers around the world—including the fastest-growing startups, largest enterprises, and leading government agencies—to power their infrastructure. Support Engineer team provides global technical support to a wide range of customers using as they build mission-critical applications on top of services. Support Engineer Global Business (Biz Ops) is a diverse team that provides the underlying infrastructure (tools, people planning, and processes) to enable decision making to ensure business success and is seeking an experienced Real Time Workforce Analyst.
Key job responsibilities

• Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence.
• Work on real-time tickets related to schedule change request, non-production request
• Prepare and communicate daily handoff report to WFM leadership team on SL performance.
• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and

initiate appropriate tactics to ensure service levels are maintained.

• Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership
• The RTA will be a part of Workforce Management team and will be responsible for Real Time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.

A day in the life
At AWS, (Real-Time Analyst) to be part of the AWS Support Engineer Community. As a member of the AWS Support Engineer team you will be at the forefront of this transformational technology assisting a global list of companies. The RTA will be a part of Workforce Management team and will be responsible for Real Time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams internal.
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 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.
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.
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 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.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND | Hyderabad, TS, IND

• 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