At AWS, we’re looking to hire an RTA (Real-Time Analyst) to be part of the AWS Premium Support Community Support Workforce Management team. 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 volume. This position is responsible for monitoring, measuring and and analyzing operational performance and progression metrics in by utilizing out WFM systems and standardized protocols to ensure each component combines seamlessly for all stakeholders. The position will have high visibility to all the operations teams internal and third-party.

Key job responsibilities
Intraday real time monitoring of service levels and backlog for all queues at all sites.
Real time monitoring of agents performance from all teams at all sites.
Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
Have a real time communication with the WFM team and operations when call outs or changes need to be done
Support changes within routing profiles
Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and KPI’s
Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
Review tickets assigned to the WFM team that require real-time assistance to different stakeholders
In partnership with the Operations and WFM teams, the RTA monitors and reports on the execution of corrective/preventive changes to plans, in order to achieve KPIs.
Other responsibilities as assigned by the Team Manager

We are open to hiring candidates to work out of one of the following locations:

Dallas, TX, USA- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- 3+ years of previous experience in a Contact Center environment
- 2+ years of previous experience in a Workforce Management role as a RTA or Analyst
- Proven experience with WFM platforms
- Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
- Demonstrated 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; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.- Knowledge of SQL
- Advanced Knowledge of Excel (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Ability to prioritize and meet tight deadlines
- Analytical with attention to detail
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
- Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
- Proven ability to build relationships quickly

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.