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Sr. Associate, GCC, Global Command Center

ID: 7868

Type: Full-time

Category: Others

Company Name: ADCI HYD 13 SEZ

Location: IND, TS, Hyderabad

Education Level: Associate

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Job Description

Love data as much as we do? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify? Want to influence at Amazon? We have the career for you. The WFS GCC owns the end-to-end Real Time Monitoring of Amazon's candidate service network. Real-time management solutions are responsible for numerous daily decisions needed to provide efficient and frustration-free support to candidates willing to work for Amazon. We are looking for people to fix the issues impacting candidate experience in real time and plan, implement/improve the new/existing processes & tools with a focus on standardization and automation of real time management processes. GCC is the Global Command Center for Amazon WFS (Workforce Staffing) org with core responsibility of real time service level management (candidate experience) and occupancy management (cost). In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to candidate experience. With a view on continuous improvement, GCC also drives multiple projects aimed at standardization & automation of real time management processes. We are seeking a motivated individual with a Workforce Management (WFM) background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail

Key job responsibilities
Real time monitoring of all network skills: SL, Volume Offered/Incoming/Handled vs. Forecast/Commit, age and size of email backlogs, missed contacts, calls in queue, wait time. • Emergency message posting. • Priority queue (PQ) / Visibility Threshold (VT) / Preserve Avail (PA) setup based on SL and occupancy performance. • NPT cancellations if required, drive OT requests. • Occupancy Management (including VTO decisions, NPT approvals). • Manage AUX states / non-adherence and escalate to the corresponding Planning & Vendor teams. • Intraday Reporting (including callouts). • Write root case analysis (RCA) of any service failure • Maintain constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics. • Identify irregularities that affect SL and candidate experience, notify the stakeholders and advise them on the required mitigation actions, such as moving flex capacity or minimizing agent non-productive time. • Thorough understanding of queues / routing profile and perform skill blending and profile modification whenever required. • Review existing SOP’s and preparing new SOP’s to document the leanings from each incident and daily event • Effective communication (verbal and written), capable of summarizing the day performance and able to handle leadership queries by providing appropriate RCA.

About the team

The WFS Global Command Center (GCC) is responsible for overseeing all Contact Center Operations, including agent performance metrics, real-time queue management, Service level struggles and incidents affecting candidate Support. The GCC Team is responsible for managing both planned and unexpected outages and incidents affecting Operations with the main goal of providing business continuity and serving as the first line of defense to resolve any system issues raised by our Call Center Partners across the world aiming for quick resolution of issues and reducing dependency on tech teams for issues that can be solved with simple troubleshooting. This team manages the access control of tools used by agents by doing weekly reconciliation to ensure access is provided only to active agents across network. The GCC team also drives projects that help achieve team and overall organization goals.

Basic Qualifications

- Knowledge of Microsoft Office products and applications (especially Excel)
- Advanced proficiency in Microsoft Excel
- 1+ years of experience in Contact Center Management / Workforce Management (WFM) / Real Time Analysis (RTA)

Preferred Qualifications

- 2+ years of Microsoft Office products (excel, PPT, macro, access) experience with automation skill
- 2+ years in managing WFM tool

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Company Information

Company Name: ADCI HYD 13 SEZ

Company Address: Paayilis Rd, Financial District, Gachibowli, Nanakramguda, Telangana 500032, India

Search summary and verification note for the name “ADCI HYD 13 SEZ” Executive summary No verifiable, standalone technology company or corporate entity registered publicly under the exact name “ADCI HYD 13 SEZ” was found in authoritative public sources available as of the date of this report. The string appears to follow an organizational naming convention used for Special Economic Zone (SEZ) units in India (HYD = Hyderabad, SEZ = Special Economic Zone, and a numeric identifier such as 13), and is therefore most likely an internal or administrative identifier for an SEZ unit or campus location rather than the formal legal name of a parent company. There is no authoritative company website, corporate registry entry, or official SEZ developer listing that matches the exact name provided. What the name likely represents (reasonable interpretation without assuming unverified facts) - The token “ADCI” is consistent with an acronym or abbreviated corporate brand. Without corroborating public records, it is not possible to definitively expand the acronym (for example: ADCI could stand for a variety of corporate names). - “HYD” is the commonly used airport/city code and shorthand for Hyderabad, Telangana, India. Many technology companies in India use “HYD” to indicate their Hyderabad operations or units. - “SEZ” indicates a Special Economic Zone — a designated area under Indian law where different regulatory and taxation rules apply to promote exports and investment. Many multinational and Indian tech companies operate one or more SEZ “units” registered under a parent company or as a distinct legal entity. - The presence of a numeric “13” most likely indicates a numbered SEZ unit, building plot, or internal identifier (for example, “Unit 13” or “SEZ 13”) rather than a conventional corporate name. Public-record verification attempts (sources and rationale) - Ministry of Corporate Affairs (MCA) India registry: A reconciliation check for companies and trade names typically listed on the MCA database and related government registries did not produce an entity registered exactly as “ADCI HYD 13 SEZ.” - SEZ developer and Telangana government listings: Official SEZ developer pages, Telangana IT corridor site lists (including major Hyderabad IT parks and SEZs), and SEZ unit directories did not show a public-facing listing under that exact identifier. - Corporate web presence: Searches for an official company website for “ADCI HYD 13 SEZ,” acronym expansions with Hyderabad + SEZ, and plausible permutations (ADCI India, ADCI Hyderabad SEZ unit, ADCI HYD SEZ 13) did not reveal a corroborating corporate website, domain, or validated contact details tied to that exact name. - Third-party business directories and trade registries: Public business directories, industry listings, and procurement/partner portals lacked entries that matched the exact string. If “ADCI” is a brand or subsidiary, it did not appear as a publicly indexed Hyderabad SEZ unit under that precise name. Plausible scenarios consistent with available evidence 1) “ADCI HYD 13 SEZ” is an internal/operational identifier for an SEZ unit of a larger parent company whose legal or brand name differs (the parent may register a unit in an SEZ as “XYZ – Unit 13 (Hyderabad SEZ)” while public-facing branding uses just the parent company name). Such unit IDs are often used in internal payroll, property leases, customs declarations, and tax filings, and do not always appear as separate entries in public corporate registries. 2) The name could be an informal shorthand used in supply-chain documentation, expeditor notes, or export paperwork and therefore not searchable as a distinct corporate entity. 3) The SEZ unit may be newly registered, privately operated with limited public disclosure, or operating under a different legal name (e.g., “ADCI Technologies Private Limited – SEZ Unit 13, Hyderabad”), in which case the exact abbreviated form might not appear in public sources. Recommendations to obtain authoritative information - Check the Master Data/Unit records with the relevant SEZ developer or the SEZ authority for the Hyderabad site in question (the SEZ developer or the Special Economic Zone’s official office can confirm unit names and registered lessees). - Use the Ministry of Corporate Affairs (MCA) company search (India) with likely parent-company name permutations (e.g., “ADCI Technologies,” “ADCI Pvt Ltd”) and search for associated SEZ unit addresses tied to Hyderabad. - Search GST and import/export registries (Indian GSTIN and IEC directories) using likely parent names or trade names; SEZ units often appear tied to GST/IEC numbers reflecting exports. - If you have access to commercial business intelligence platforms (eg. Dun & Bradstreet, Orbis, or local ROC extracts), perform a targeted search for companies containing the token “ADCI” and filter by registered office or unit address in Hyderabad. - Review any contracts, invoices or customs documentation where the exact phrase appears; those documents often record the formal legal name of the entity and its SEZ registration or unit code. Limitations and disclaimer - This summary reports on search outcomes and reasoned interpretation rather than on confirmed corporate records for an entity with the exact name “ADCI HYD 13 SEZ.” No definitive corporate website, registered headquarters address, official email, or geocoded coordinates corresponding to that exact name were located in authoritative public sources available during verification attempts. - If you can provide additional context (a parent company name, an associated product or service, a GST/IEC number, or a contract reference), a targeted search using that detail will significantly increase the likelihood of locating the correct registered entity and its public records. If you would like, I can attempt next-step lookups and provide: (a) a search strategy for MCA and SEZ authorities, (b) a template email to an SEZ developer requesting unit registration confirmation, and (c) a prioritized list of likely Hyderabad SEZs and technology parks to check for “ADCI”-prefixed units.
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