ByTeam: AWS Sales, Marketing, and Global Services (SMGS)
Location: AWS Support Engineer Community
Responsibilities:
- Monitor and report on schedule deviations (e.g., breaks, absenteeism).
- Handle real-time tickets for schedule changes and non-production requests.
- Prepare daily handoff reports for WFM leadership on service level performance.
- Escalate system outages and submit problem tickets to ensure service levels.
- Serve as the primary liaison between Workforce Management (WFM) and Site Operations.
- Manage real-time service levels and site performance for phone, chat, and email volume.
A Day in the Life:
- As an RTA, you’ll be part of the AWS Support Engineer team, ensuring effective management of communication channels and site performance.
About the Team:
- Diverse Experiences: Encouragement to apply even if you don’t meet all preferred qualifications.
- Work/Life Balance: Flexibility to support both professional and personal success.
- Inclusive Culture: Emphasis on learning, curiosity, and inclusion through various employee-led groups and events.
- Career Growth: Access to knowledge-sharing and mentorship to advance your career.
Basic Qualifications:
- Bachelor’s degree or comparable experience with technical background.
- 3+ years in a contact center environment with relevant technologies.
- 2+ years in a workforce management role.
- Advanced Excel skills (pivot tables, charts, formulas).
Preferred Qualifications:
- Ability to gather and analyze data, conduct root cause analysis, and implement solutions.
- Composure in critical situations with effective communication skills.
- Strong interpersonal skills and the ability to build relationships with stakeholders.
Apply Now: Real-Time Analyst Job Posting
