SAP Workflow Analyst

Amazon is hiring for the position of SAP Workflow Analyst in Hyderabad. This opportunity is ideal for professionals with experience in Workforce Management (WFM), Contact Center Operations, or Real-Time Analysis who want to work in a fast-paced, customer-focused environment. The role plays an important part in ensuring smooth operational performance by monitoring workforce activities, maintaining schedule adherence, and supporting business continuity.

As a SAP Workflow Analyst, you will work closely with operations teams and leadership to monitor real-time performance, identify schedule deviations, and take immediate action to maintain service levels. You will handle workforce management tickets, profile updates, reporting activities, and operational escalations while collaborating with multiple stakeholders across the organization.

Key Responsibilities:

• Monitor real-time schedule adherence, including breaks, absenteeism, late logins, and early logouts.
• Manage workforce management tickets related to profile changes and operational requests.
• Prepare daily operational reports and communicate service level performance to leadership.
• Identify system issues, initiate escalations, and coordinate with support teams to minimize service disruptions.
• Partner with Operations and Workforce Management teams to maintain staffing efficiency.
• Monitor capacity utilization and recommend corrective actions to meet service level targets.
• Communicate changing contact patterns and operational updates to stakeholders.
• Support routing updates, skill assignments, and workforce scheduling activities.
• Perform root cause analysis for operational issues and recommend process improvements.
• Maintain accurate documentation while ensuring compliance with standard operating procedures.

Required Qualifications:

• Bachelor's Degree.
• Minimum 2 years of experience in Workforce Management (WFM), Contact Center Operations, or Real-Time Analyst (RTA) roles.
• Strong analytical and reporting skills.
• Excellent communication and stakeholder management abilities.
• Ability to work in a 24/7 operational environment.
• Experience with workforce scheduling, operational dashboards, and service level monitoring is preferred.

This position offers an excellent opportunity to build a career with Amazon while working on large-scale operational processes that directly impact customer experience. Candidates who enjoy solving operational challenges, analyzing data, and working collaboratively across teams will find this role highly rewarding.

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