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WFM Real-Time Analyst

Company: Amazon.com, Inc.
Location: Mesa
Posted on: June 13, 2021

Job Description:

At Ring, we're looking to hire an RTA (Real-Time Analyst) to be part of the Ring Community Support Workforce Management team. The RTA will be responsible monitoring service levels across the enterprise.

Responsibilities:

  • Segment entry for all lines of business, including time-off requests from operations, processing tickets, and coding events from the attendance line
  • Intraday real-time monitoring of service levels 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
  • Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and NPT usage
  • Review and process VTO/NPT/OT requests in real-time
  • Provide assistance to the WFM team as needed
  • 1+ years of experience in a contact center environment
  • 1+ years previous experience in a Workforce Management role as a RTA or Analyst
  • Proven experience with Aspect or other WFM platform
  • Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
  • Advanced skills using Microsoft Excel in a business environment
  • 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

About Ring

Since its founding in 2013, Ring has been on a mission to make neighborhoods safer. From the video doorbell, to Ring Alarm, which was named #1 in Customer Satisfaction for DIY Home Security Systems by J.D. Power, Ring's smart home security product line, as well as the Neighbors app, offer users affordable whole-home and neighborhood security. At Ring, we are committed to making home and neighborhood security accessible and effective for everyone -- while working hard to bring communities together. Ring is an Amazon company. For more information, visit www.ring.com. With Ring, you're always home.

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//.

Keywords: Amazon.com, Inc., Mesa , WFM Real-Time Analyst, Other , Mesa, Arizona

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