**Experienced Full Stack Work from Home Amazon Customer Service Operations Manager – Real-Time Analyst**

• *Join Our Dynamic Team as a Senior Real-Time Analyst and Shape the Future of Customer Service Operations**

Are you a seasoned professional with a passion for data analysis and customer service operations? Do you thrive in fast-paced environments where no two days are the same? Look no further! We're seeking an experienced Full Stack Work from Home Amazon Customer Service Operations Manager – Real-Time Analyst to join our dynamic team at ERC.

• *About Us**

ERC is a leading provider of customer service solutions, dedicated to delivering exceptional experiences to our clients and their customers. Our team of experts is passionate about innovation, collaboration, and continuous improvement. As a Senior Real-Time Analyst, you'll be part of our US ERC Workforce Management team, working closely with global operations teams to drive business growth and excellence.

• *Key Responsibilities**

As a Senior Real-Time Analyst, you'll be responsible for real-time monitoring of service levels, managing operational KPIs, and site-level performances. Your primary objectives will be to:

• **Ensure Effective Management of Incoming and Outbound Phone, Chat, and Email Volumes**: Analyze forecasted details from the Economists team and draft way-forward plans for peak readiness, headcount hiring, and other operational requirements.
• **Monitor and Address Shift Responsibilities**: Track interval-level volume trends, org/site-level shrinkage, NPTs, productivity, and other key performance indicators (KPIs) impacting business metrics.
• **Ensure Operational Expectations are Met**: Verify that each org/skill adheres to operational expectations, including shift/break, missed calls, disconnected calls, and max calls adherence.
• **Collaborate with Network POCs**: Liaise with WFM and Ops POCs for owned Org/skills, identifying gaps and opportunity areas that may impact operational metrics.
• **Timely Closure of Planning Activities**: Ensure timely closure of planning-related activities, such as training QA requests, optional and mandatory holidays planning, shift rollovers, BCP planning, and WFM actionable SIMs/tickets.
• **Capacity Alignment and Mentorship**: Ensure capacity alignment (schedule) is based on expected volume and take necessary actions in case of short-term deficits. Mentor and develop fellow RTAs with WFM required skills and knowledge.
• **Deep Dive Analysis and Insights**: Provide in-depth analysis and insights on metric misses, including factual callouts and paths to green (PTGs).
• **Process Improvement**: Ensure expected processes are followed by Operations and simplify current processes to remove waste or non-value enablers.

• *Essential Qualifications**

• **Bachelor's Degree in Business Administration, Operations Management, or a related field**: A degree in a related field or equivalent experience is required.
• **Minimum 3 Years of Experience in Workforce Management or a Related Field**: Proven experience in workforce management, operations management, or a related field is essential.
• **Strong Analytical and Problem-Solving Skills**: Excellent analytical and problem-solving skills, with the ability to interpret complex data and develop actionable insights.
• **Excellent Communication and Interpersonal Skills**: Strong communication and interpersonal skills, with the ability to collaborate with cross-functional teams and stakeholders.
• **Proficiency in Microsoft Office and Google Suite**: Proficiency in Microsoft Office and Google Suite, including Excel, Word, PowerPoint, and Google Drive.

• *Preferred Qualifications**

• **Master's Degree in Business Administration, Operations Management, or a related field**: A master's degree in a related field or equivalent experience is highly desirable.
• **Certification in Workforce Management or a Related Field**: Certification in workforce management or a related field, such as the Certified Workforce Manager (CWM) designation, is highly desirable.
• **Experience with Amazon Customer Service Operations**: Experience working with Amazon customer service operations or a similar environment is highly desirable.

• *Skills and Competencies**

• **Data Analysis and Interpretation**: Strong data analysis and interpretation skills, with the ability to develop actionable insights from complex data sets.
• **Process Improvement**: Excellent process improvement skills, with the ability to identify and implement process improvements that drive business growth and excellence.
• **Collaboration and Communication**: Strong collaboration and communication skills, with the ability to work effectively with cross-functional teams and stakeholders.
• **Leadership and Mentorship**: Strong leadership and mentorship skills, with the ability to develop and lead high-performing teams.
• **Adaptability and Flexibility**: Excellent adaptability and flexibility, with the ability to thrive in a fast-paced environment with changing priorities and deadlines.

• *Career Growth Opportunities and Learning Benefits**

As a Senior Real-Time Analyst at ERC, you'll have access to:

• **Career Advancement Opportunities**: Opportunities for career advancement and professional growth, including promotions, new roles, and leadership positions.
• **Training and Development Programs**: Access to comprehensive training and development programs, including workshops, webinars, and online courses.
• **Mentorship and Coaching**: Mentorship and coaching from experienced professionals, with a focus on developing your skills and competencies.
• **Networking Opportunities**: Opportunities to network with cross-functional teams and stakeholders, including industry leaders and experts.

• *Work Environment and Company Culture**

ERC is a dynamic and inclusive work environment, with a focus on collaboration, innovation, and continuous improvement. Our company culture is built on:

• **Diversity and Inclusion**: A commitment to diversity and inclusion, with a focus on creating a welcoming and inclusive work environment.
• **Collaboration and Teamwork**: A culture of collaboration and teamwork, with a focus on working together to achieve business goals and objectives.
• **Innovation and Continuous Improvement**: A culture of innovation and continuous improvement, with a focus on identifying and implementing process improvements that drive business growth and excellence.
• **Employee Well-being**: A commitment to employee well-being, with a focus on providing a healthy and supportive work environment.

• *Compensation, Perks, and Benefits**

As a Senior Real-Time Analyst at ERC, you'll enjoy a competitive compensation package, including:

• **Salary**: A competitive salary, commensurate with experience and qualifications.
• **Benefits**: Comprehensive benefits, including health insurance, dental insurance, vision insurance, and a 401(k) plan.
• **Perks**: Perks, including flexible work arrangements, remote work options, and a generous paid time off policy.
• **Professional Development Opportunities**: Opportunities for professional development, including training and development programs, mentorship and coaching, and networking opportunities.

• *Conclusion**

If you're a seasoned professional with a passion for data analysis and customer service operations, we encourage you to apply for this exciting opportunity. As a Senior Real-Time Analyst at ERC, you'll have the chance to shape the future of customer service operations, work with a dynamic and inclusive team, and enjoy a competitive compensation package. Apply now and take the first step towards a rewarding and challenging career with ERC!

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