Job Opportunity as a Real Time Analyst at Amazon Company in Egypt

Deadline : 10 Jul 2020

Nonprofit organization: Amazon.com

All specialities

Study level: Vocational Education

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Job Opportunity as a Real Time Analyst at Amazon Company in Egypt

DPS is looking for hiring a RTA (Real-Time Analyst) to be part of the DPS operations 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. 

Eligibility:

You must have:

  • 2+ years of experience in a contact center environment.
  • Proven ability to utilize workforce management or analyst.
  • Capacity tools on the denied party platforms.

It's preferred to have:

  • Demonstrates 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.
  • Advanced skills using Microsoft Excel in a business environment.
  • The ability to prioritize and meet tight deadlines.
  • Analytical skills with attention to detail.
  • Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions.

Your Responsibilities:

You will be responsible of:

  1. Intraday real time monitoring of service levels for all queues at all sites.
  2. Real time monitoring of agents performance from all teams at all sites.
  3. Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals.
  4. Communicate and call out changes to incoming contact patterns to operations and the broader WFM team.
  5. Have a real time communication with the WFM team and operations when call outs or changes need to be done.
  6. Support changes within routing profiles.
  7. Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy and KPI’s.
  8. Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met.
  9. Review tickets assigned to the WFM team that require real-time assistance to different stakeholders.
  10. Review and process schedule changes and requests in real-time.
  11. Provide assistance to the WFM team as needed.

About Amazon:

Amazon is a multinational technology company focusing on e-commerce, cloud computing, and artificial intelligence in Seattle, Washington. It is one of the big four or "Four Horsemen" of technology along with Google, Apple and Facebook due to its market capitalization, disruptive innovation, brand equity and hyper-competitive application process. 

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Area: Middle East

Opportunities: Jobs

Host Country: Egypt

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