DESCRIPTION Since 1995 Amazon has focused on being the world s most customer centric company Our customers are worldwide and include not just consumers but also our sellers World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform Over 2 million sellers offer new used and collectible selections to Amazon customers around the world To meet our sellers needs our smart diverse customer-obsessed employees are constantly innovating and building on current ideas Who we are Within Amazon the Selling Partner Support SPS Organization s goal is to enable sellers vendors and brand owners of any size by helping them build the business they want We obsess over the provision of world class support technical assistance and account management services to our global partners We strive to predict our customers needs create innovative self-help tools and provide solutions to help them better serve their own customers and grow their businesses We are a primary interface between selling partners and Amazon through our Associates positive interactions and assistance Who you are As a Workforce Management WFM Real-Time Analyst RTA you will monitor all issues that impact service levels and take actions to resolve or reduce the impact Notify support teams as required Perform operational and oversight responsibilities as required to ensure all SLAs are met Evaluates facts surrounding schedule adherence scheduling and workforce management functions including operational situations which can impact productivity such as tool or system outages In this role you will experience a wide range of problem solving situations that require immediate real time intervention Key job responsibilities Responsibilities Real-time monitoring reporting of Schedule deviations like breaks absenteeism late login early logout and other schedule non-adherence Coordinate with outsourced sites on SL management over 24x7 bridge and keep the WFM team update through SharePoint notes Work on real-time tickets related to schedule change request non-production request and associate 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 BASIC QUALIFICATIONS 2 years experience in an English contact center environment Previous experience as a Workforce management RTA Excellent analytical and mathematical skills Excellent written and verbal communication skills are required to interface effectively with staff managements and various other internal and external customers PREFERRED QUALIFICATIONS Proven expertise knowledge with NICE IEX Advanced skills using Microsoft Excel in a business environment Ability to prioritize and meet tight deadlines Analytical with attention to detail 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