Cluster Manager, Amazon NOW

Amazon; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

ASSPL Haryana, an Amazon company, is seeking a Real Time Analyst (RTA) to join the Payment Risk Workforce Management team. The role focuses on real-time monitoring of service levels, site performance, and adherence reporting to optimize contact flow and agent productivity.

You will work with cross-functional teams to ensure operational efficiency in handling non-email and email volumes, contributing to a safe, trustworthy customer experience.

Qualifications

• 2+ years of employee and performance management experience.
• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience.
• 1+ years of experience with performance metrics, process improvement or lean techniques.

Responsibilities

• Real-time monitoring of service levels and site performance.
• Publish assignment adherence reports for non-email and email volumes.
• Support workforce management and performance optimization across teams.

Skills

Performance management

Metrics & Lean techniques

Education

Bachelor's degree or equivalent

Job description

Description

The mission of Payment Risk Operations team is to keep Amazon stores safe and trustworthy by protecting Customer accounts from takeover and fraud. As a key pillar within the Customer Trust and Partner Support (CTPS) organization, we protect Customer trust without harming the Customer experience and leverage technology with high judgement human decisions to do this at scale.

The mission of Payment Risk Operations team is to keep Amazon stores safe and trustworthy by protecting Customer accounts from takeover and fraud. As a key pillar within the Customer Trust and Partner Support (CTPS) organization, we protect Customer trust without harming the Customer experience and leverage technology with high judgement human decisions to do this at scale. Payment Risk Workforce Management team is looking to hire an RTA (Real Time Analyst). The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming non email and email volume, agent performance and publish assignment adherence reports.

Basic Qualifications

• 2+ years of employee and performance management experience
• Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience

Preferred Qualifications

• 1+ years of performance metrics, process improvement or lean techniques experience

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

Company - ASSPL - Haryana

Job ID: A10463264