Cluster Manager, Amazon NOW (Fulfillment & Operations)

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

Job summary

Amazon’s Payment Risk Operations team is hiring a Real Time Analyst (RTA) to monitor service levels and site performance during the day, ensuring effective handling of incoming non-email and email volume while safeguarding customer trust.

The role emphasizes high judgement decisions, reporting on assignment adherence, and collaboration with the CTPS organization to balance risk protection with a smooth customer experience.

Qualifications

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

Responsibilities

• Real time monitoring of service levels and site performance during the day.
• Publish assignment adherence reports.
• Manage incoming non-email and email volume and agent performance.

Skills

Employee and performance management

Real-time monitoring

Education

Bachelor's degree or equivalent

Job 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.
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

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