Real Time Analyst (RTA), Payment Risk Workforce Management [Cluster Manager, Amazon NOW]

Amazon India (ASSPL) is seeking a highly vigilant, data-driven Real Time Analyst (RTA) / Workforce Specialist to join our Payment Risk Workforce Management group inside the Customer Trust and Partner Support (CTPS) division in New Delhi. This critical operations role focuses on intraday queue tracking, real-time service level optimization, and managing resource metrics to safeguard customer accounts from fraud and takeover attacks.

Key Responsibilities & Scope of Work

• Real-Time Service Level Monitoring: Maintain continuous live monitoring of incoming email and non-email transactional volumes to ensure effective queue distribution and protect service level agreements (SLAs).
• Intraday Performance Management: Analyze real-time agent output anomalies, track individual occupancy thresholds, and ensure immediate floor support is routed to resolve operational bottlenecks.
• Assignment Adherence Governance: Compile, audit, and publish granular schedule and assignment adherence compliance metrics across production floor cohorts.
• High-Judgement Risk Safeguarding: Assist the broader Payment Risk Operations group in evaluating system alerts, combining automated machine learning signals with human analysis to mitigate account compromises.
• Lean Process Refinement: Identify floor communication friction, utilizing Lean techniques and continuous feedback loops to streamline data transmission paths during volume spike events.
• Cross-Functional Workforce Interlock: Coordinate directly with operations leads, shift supervisors, and capacity planning units to balance staffing requirements against highly volatile fraud attack patterns.

Required Qualifications & Technical Stack

• Professional Experience Track: Minimum of 2 years of proven professional experience in workforce management, employee performance monitoring, or live queue optimization within contact centers or risk operations floors.
• Educational Background: Holds a valid Bachelor’s degree or equivalent baseline practical background; alternatively, holds 2+ years of internal, full-time blue-badge tracking tenure at Amazon.
• Preferred Qualifications: Over 1 year of practical background implementing performance metrics tracking, process improvement, or structured Lean/Six Sigma principles is highly valued.
• Core Soft Skills: Strong technical problem-solving capabilities under real-time constraints, outstanding business writing and verbal communication habits, and high attention to data discrepancies.