SAP Workflow Analyst

Real-time monitoring & reporting of Schedule deviations like breaks, absenteeism, late login, early logout and other schedule non-adherence. • Work on real-time tickets related to profile change request, non-production request and associate GACD/RCC 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. • Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals • Communicate and callout changes to incoming contact patterns to operations and the WFM team • Have a real time communication with the WFM team and operations when callouts or changes need to be done • Support changes within routing of the skills or profiles • 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. BASIC QUALIFICATIONS - 2+ years of Contact Center Management / Workforce management (WFM) / Real Time Analyst (RTA) experience PREFERRED QUALIFICATIONS - 1+ years of Amazon, or 4+ years of contact center experience

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.