Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing. The ultimate benefit of cloud computing, and AWS, is the ability to leverage a new business model and turn capital infrastructure expenses into variable costs. Businesses no longer need to pl...
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Real Time Analyst (Workforce Management), AWS Customer Service
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.
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