Date Posted
04-Jul-2026
Location
Karnataka (KA), 1
Job Type
Full Time
Company
Huntsman
Description
Job Title: Real-Time Workforce Analyst
???? Location: Bengaluru, Karnataka
???? Company: Amazon Web Services (AWS)
???? Employment Type: Full-time
Job Summary
Amazon Web Services (AWS) is the world’s most comprehensive and widely adopted cloud platform, supporting millions of active customers across various industries.
The Real-Time Workforce Analyst (RTA) plays a crucial role in AWS Support’s Global Business (Biz Ops) team, ensuring efficient workforce management and real-time service level monitoring across AWS’s global support operations.
This role is responsible for real-time monitoring of service levels, call volume management, and workforce scheduling adjustments to optimize operational efficiency.
Key Responsibilities
Workforce Management & Real-Time Monitoring
- Monitor real-time adherence to expected capacity versus actual performance.
- Track service levels and efficiency metrics to ensure smooth operations.
- Communicate and escalate changes in incoming contact patterns to operations teams.
- Adjust routing profiles based on demand and workforce availability.
- Update and send performance reports covering shrinkage, occupancy, and core KPIs.
- Review and process workforce-related tickets requiring immediate action.
Collaboration & Stakeholder Communication
- Partner with Operations and WFM teams to optimize workforce planning.
- Maintain clear communication with internal and external stakeholders.
- Support real-time troubleshooting for workforce-related issues.
- Provide insights to enhance decision-making and operational success.
AWS Global Support & Business Operations
- Work closely with AWS Support Engineers handling mission-critical applications.
- Ensure AWS Support provides exceptional customer service by optimizing staffing and performance.
- Contribute to process improvements in workforce management.
Required Qualifications & Skills
Education:
???? Bachelor's degree in Business, Analytics, or a related field, or equivalent business experience with a technical background.
Experience:
✔ 3+ years of experience in a contact center environment working with WFM tools like:
- Avaya, IEX, NICE, InContact, or similar workforce management platforms.
✔ 2+ years of experience in real-time workforce management (RTA/WFM Analyst role).
✔ Advanced proficiency in Microsoft Excel (pivot tables, charts, nested logical functions, etc.).
Technical & Analytical Skills:
✔ Knowledge of SQL and MS Access for data extraction and reporting.
✔ Ability to gather and document requirements clearly.
✔ Strong analytical and problem-solving skills, including root cause analysis.
✔ Experience with real-time reporting and forecasting tools.
Soft Skills & Key Competencies:
✔ Ability to handle pressure and communicate effectively in high-stress situations.
✔ Strong organizational skills to prioritize tasks and meet deadlines.
✔ Ability to build and maintain strong relationships with stakeholders.
✔ Critical thinking and strategic planning to optimize workforce efficiency.
Why Join AWS?
Diversity & Inclusion
???? AWS is committed to fostering a diverse workforce. We encourage applicants from all backgrounds, even if they don’t meet all the preferred qualifications. Your unique perspective matters!
Mentorship & Career Growth
???? AWS provides mentorship, career development resources, and continuous learning opportunities.
Work-Life Balance
???? Flexible work arrangements allow you to thrive at both work and home.
Innovative & Supportive Culture
???? Join a team that values bold ideas, innovation, and collaboration. Our inclusive culture encourages employees to grow and contribute their best work.
How to Apply?
If you are passionate about real-time workforce management, contact center technologies, and operational efficiency, we invite you to apply for this exciting opportunity at AWS!
???? Apply today and become a part of AWS’s innovative support team!
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