A

SAP Workflow Analyst

Amazon Dev Center India

๐ŸŸข Active ยท Posted Today  ยท  ๐Ÿ‘ 8 views  ยท  ๐Ÿ‘ฅ 0 applied

โœ… Verified
๐Ÿ“ LocationHyderabad
๐Ÿ’ผ Job TypeFull-Time
โฑ Experience2+ Years
๐ŸŽ“ QualificationBachelor's Degree (Preferred)
๐Ÿ’ฐ SalaryNot Disclosed by Recruiter
๐Ÿ›  SkillsWorkforce Management (WFM), Real-Time Analyst (RTA), Contact Center Operations, Schedule Adherence, Workforce Planning, Service Level Management (SLA), Operational Reporting, Root Cause Analysis, Process Improvement, Microsoft Excel, Data Analysis, Communication Skills, Stakeholder Management, Problem Solving

Job Description

Amazon is hiring an experienced SAP Workflow Analyst for its Workforce Management (TSI Vertical) team in Hyderabad. This role is ideal for professionals with experience in Workforce Management (WFM), Real-Time Analysis (RTA), or Contact Center Operations who are passionate about operational excellence and delivering outstanding customer experiences.

As a SAP Workflow Analyst, you will monitor workforce schedules, maintain service levels, manage operational tickets, support workforce planning, and collaborate with operations teams to improve overall business efficiency.

Key Responsibilities

  • Monitor real-time schedule adherence, including breaks, absenteeism, late logins, early logouts, and other schedule deviations.
  • Handle workforce-related requests, including profile changes and non-production activities.
  • Prepare and communicate daily service-level performance reports to Workforce Management leadership.
  • Identify system outages and initiate escalation procedures to minimise operational impact.
  • Collaborate with Workforce Management and Operations teams to maintain staffing efficiency.
  • Drive real-time adherence to staffing plans and service-level targets.
  • Communicate changes in contact patterns and staffing requirements to operations.
  • Support routing updates for workforce skills and associate profiles.
  • Perform root cause analysis and recommend process improvements.
  • Create and maintain standard operating procedures to improve operational efficiency.

Basic Qualifications

  • Minimum 2+ years of experience in Workforce Management (WFM), Real-Time Analyst (RTA), or Contact Center Management.
  • Strong analytical and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Ability to work in a 24ร—7 rotational shift environment.

Preferred Qualifications

  • Previous Amazon experience.
  • 4+ years of contact center experience.
  • Experience managing workforce schedules and service levels.
  • Strong stakeholder management skills.
  • Experience driving operational improvements using data analysis.
Apply Now โ†— ๐Ÿ”– Save Job

โœ… Verified by Employee Table โ€” free to apply, no registration fee required.

Join WhatsApp m