SAP Workflow Analyst

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

Job summary

Amazon is seeking a Workforce Analyst for the TSI Vertical to monitor real-time schedule adherence and performance. You will manage quick ticket resolutions for profile changes and communicate daily SLAs to the WFM leadership team.

The role requires 2+ years in contact center management or WFM/RTA, with a focus on data-driven decisions and cross-functional collaboration within site operations in Hyderabad.

Qualifications

• 2+ years of Contact Center Management / WFM / Real Time Analyst experience.

Responsibilities

• Real-time monitoring & reporting of Schedule deviations (breaks, absenteeism, late login, early logout).
• Handle real-time tickets for profile changes and non-production requests.
• Prepare daily handoff reports on service level performance.
• Escalate system outages and route tickets to the hot desk to maintain SLAs.
• Act as the primary interface between WFM and Site Ops to strengthen partnerships.
• Support changes in routing of skills or profiles and ensure adherence to capacity goals.

Skills

Contact Center Management

WFM

Real Time Analyst

Job description

Description

At Amazon, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes to join us as Workforce Analyst for TSI Vertical.

Description

At Amazon, we're working to be the most customer-centric company on earth. We are looking for exceptionally talented and motivated people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an exceptional leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes to join us as Workforce Analyst for TSI Vertical.

Key Responsibilities

• Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence.
• Work on real-time tickets related to profile change request, non-production request and associate GACD/RCC profile change request.
• Prepare and communicate daily handoff report to WFM leadership team on SL performance.
• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained.
• Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership.
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and callout changes to incoming contact patterns to operations and the WFM team
• Have a real time communication with the WFM team and operations when callouts or changes need to be done
• Support changes within routing of the skills or profiles
• Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis.

Key job responsibilities

• Work on real-time tickets related to profile change request, non-production request and associate GACD/RCC profile change request.
• Prepare and communicate daily handoff report to WFM leadership team on SL performance.
• Recognize and initiate escalation process for systems outages and submit problem tickets to the hot desk, and initiate appropriate tactics to ensure service levels are maintained.
• Serves as primary interface between WFM and Site Ops leadership to establish and strengthen a positive partnership.
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and callout changes to incoming contact patterns to operations and the WFM team
• Have a real time communication with the WFM team and operations when callouts or changes need to be done
• Support changes within routing of the skills or profiles
• Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis.

Basic Qualifications

• 2+ years of Contact Center Management / Workforce management (WFM) / Real Time Analyst (RTA) experience

Preferred Qualifications

• 1+ years of Amazon, or 4+ years of contact center 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Company

ADCI HYD 20 SEZ - H94

Job ID: A10460746