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SPS WFM RTA, IN RTA TEAM

SPS WFM RTA, IN RTA TEAM

Amazon

2 - 7 years

4 - 9 Lacs

bengaluru

Posted:6 days ago| Platform:

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Skills Required

real time analyst excel workforce management analytical e-commerce scheduling account management operations rta monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 GACD 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. 2+ years of 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 Proven expertise knowledge with Aspect Advanced skills using Microsoft Excel in a business environment Ability to prioritize and meet tight deadlines Analytical with attention to detail

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SPS WFM RTA, IN RTA TEAM