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Live Monitoring Analyst
2 months ago
About the Role
The AWS Sales, Marketing, and Global Services (SMGS) team is dedicated to enhancing revenue, adoption, and growth across a diverse range of customers, from small to mid-market accounts to large enterprises, including public sector entities.
Position Overview
This role is primarily onsite and operates during night shifts. As a part of the AWS Premium Support team, you will engage with a variety of clients, ensuring they effectively utilize our comprehensive suite of services.
Key Responsibilities
- Conduct real-time monitoring of service levels and backlogs across all queues, agents, teams, and sites in a 24/7 operational environment.
- Ensure adherence to expected capacity versus actual performance to meet service level and efficiency targets.
- Communicate any changes in incoming contact patterns to the operations and Workforce Management (WFM) teams in real-time.
- Support modifications within routing profiles.
- Generate and distribute performance reports for each site, focusing on metrics such as shrinkage, occupancy, and core KPIs.
- Review and address tickets assigned to the WFM team that require immediate attention from various stakeholders.
- Collaborate with Operations and WFM teams to monitor and report on the implementation of corrective and preventive measures to achieve KPIs.
A Day in the Life
As a Real-Time Analyst at AWS, you will be integral to the AWS Premium Support Community, actively contributing to the management of service levels and site performance throughout the day. This role offers high visibility across all internal operations teams.
Team Culture
At Amazon, we value diverse experiences and encourage candidates from all backgrounds to apply, regardless of whether they meet every qualification listed. We believe that unique paths and alternative experiences can enrich our team.
Why Choose AWS
Amazon Web Services (AWS) is the leading cloud platform, known for its innovative approach and comprehensive offerings. Our commitment to work-life balance ensures that success at work does not come at the expense of personal well-being.
Inclusive Environment
We foster a culture of inclusion where learning and curiosity thrive. Our employee-led affinity groups celebrate our differences and promote ongoing learning and development.
Career Development
We are dedicated to continuous improvement and mentorship, providing resources to help you grow into a well-rounded professional.
Minimum Qualifications
- Bachelor’s degree in an analytical or business-related field, or equivalent experience with a technical background.
- 3+ years of experience in a contact center environment utilizing contact center technologies.
- 2+ years in a workforce management role, such as a real-time analyst, with advanced knowledge of Excel.
- Proven ability to analyze data, conduct root cause analysis, and prioritize effectively in high-pressure situations.
