SAP Workflow Analyst

Logistics, Sales & Operations

In short

Amazon is hiring a SAP Workflow Analyst for its TSI Vertical, based in Bengaluru or Hyderabad. This role focuses on real-time monitoring, reporting of schedule deviations, handling tickets, and ensuring service level performance in a 24/7 customer service environment.

Responsibilities

Real-time monitoring & reporting of schedule deviations (breaks, absenteeism, late login, early logout, etc.)
Work on real-time tickets for profile changes, non-production requests, and associate GACD/RCC profile changes.
Prepare and communicate daily handoff reports on SL performance to WFM leadership.
Initiate escalation processes for system outages and submit problem tickets.
Serve as the primary interface between WFM and Site Ops leadership.
Drive real-time adherence to capacity against actual performance to achieve service levels and efficiency goals.
Communicate incoming contact pattern changes to operations and the WFM team.
Communicate with the WFM team and operations regarding callouts or necessary changes.
Support changes in skill or profile routing.
Demonstrate decision-making and complex problem-solving skills, including root cause analysis.

Requirements

2+ years of Contact Center Management / Workforce Management (WFM) / Real Time Analyst (RTA) experience.

Desired Qualifications

Experience in Contact Center Management / Workforce Management (WFM) / Real Time Analysis (RTA).

Benefits

Inclusive culture that empowers Amazonians.
Workplace accommodation and adjustment support for individuals with disabilities during the application and hiring process.

#SAP#Workflow#Analyst#Customer Service#Workforce Management#Real Time Analyst

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