Real Time Analyst at Amazon

DESCRIPTION

Job summary
AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their needs. In addition to providing support with account and billing related inquiries, we also interface with other AWS teams representing the Voice of the Customer.

In this role, you will form part of the workforce management team and partner with site operations teams to enable delivery of service levels and productivity targets for all profiles and sites you support. You will understand our business drivers and levers, and will monitor and report intraday actuals against plan, and optimize the workforce to ensure service levels are met, whilst ensuring the workforce is utilized efficiently.


Key job responsibilities
· Using trends in intraday performance, provide guidance for optimization of the workforce to meet service level, including guidance around Utilization/NPT, Shrinkage and OT within adjusted short-term outlooks.
· Provide support in monitoring queue states and provide intraday reporting on queue backlogs, incoming volume vs forecast and actual staffing vs plan.
· Provide support to dynamically adjust profile configuration to ensure the optimal balance of productivity and service level delivery across assigned sites and profiles.
· Provide support in communicating and calling out changes to incoming contact patterns to operations and the broader workforce management team.
· Act as the first escalation point for events triggering unexpected volume or service delivery impacts and partner with the business to provide relevant reporting while the event is ongoing.
· Review and process VTO/NPT/OT requests in real-time.


About the team
About Us

Inclusive Team Culture

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

BASIC QUALIFICATIONS

· 2+ years’ experience in real-time analysis or workforce management.
· Proven experience communicating and influencing across job levels with both internal and external partners.
· Demonstrated ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change.
· Demonstrated Excel and other MS Office programs proficiency.
· High School Diploma as a minimum

PREFERRED QUALIFICATIONS

· Bachelor’s Degree in a quantitative field (engineering, economics, math, and statistics), business or equivalent
· Database related experience and be able to write complex SQL queries
· Basic/Working knowledge of Six Sigma tools and Lean techniques.
· Experience with Workforce Management tools (i.e. Aspect)


Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.