Real Time Analyst (Workforce Management), AWS Customer Service

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. 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. Amazon knows that a diverse, inclusive culture empowers us all to deliver the best results for our customers. We celebrate diversity in our workforce and in the ways we work. As part of our inclusive culture, we offer accommodations during the interview and onboarding process. If you’d like to discuss your accommodation options, please contact your recruiter, who will partner you with the Applicant-Candidate Accommodation Team (ACAT). You may also contact ACAT directly by emailing . We want all Amazonians to have the best possible Day 1 experience. If you’ve already completed the interview process, you can contact ACAT for accommodation support before you start to ensure all your needs are met Day 1. Key job responsibilities
- Real-time monitoring & reporting of schedule deviations, such as absenteeism, late login, early logout and other schedule non-adherence
- Work on real-time tickets related to schedule change requests, non-production requests
- Prepare and communicate daily handoff report to Workforce Management (WFM) leadership team on SL performance
- Recognize and initiate escalation process for system outages, and initiate appropriate tactics to ensure service levels are maintained
- Serve as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership
- Real-time monitoring of service levels and site performance to ensure effective management of the incoming and outbound phone, chat and email volume A day in the life
As a valuable member of the AWS Support Engineering team, you will be at the forefront of transformational technology - assisting a global list of companies. Along with your Workforce Management peers, you 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. In this role you will have high visibility to all the operations teams internally. 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: Cape Town, ZAF

BASIC QUALIFICATIONS

- Bachelor's degree or equivalent
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- 2+ Years of experience in a Real Time Analyst / Workforce Management role
- Knowledge of Real Time Monitoring, Intraday reporting, schedule adherence, conformance reporting, performance analysis, Real Time staffing adjustments, incident management, RCA methodologies, escalation management, etc.
- Knowledge of and experience with WFM tools such as NICE, IEX, Aspect, Verint or similar systems