Real Time Analyst (Workforce Management), AWS Customer Service at Amazon Web Services

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.