We're looking for a Workforce Real Time Analyst to act as the analytical command center of our live operations, keeping service levels stable, agents adherent, and resources optimized so we deliver on our values: CARE, EXCELLENCE, DRIVE.
Requirements
- Monitor, analyze, and optimize real-time performance across channels
- Track queues, SL/ASA, wait times, AHT, occupancy, adherence, and abandon across channels via WFM/CCaaS tools
- Execute intraday levers to restore targets and balance load
- Provide timely, concise updates and actionable insights to Team Leads/Ops
- Detect and escalate outages, hub shutdowns, volume spikes, or staffing gaps
- Maintain live dashboards and deliver end-of-day summaries
- Identify trends during monitoring and propose proactive actions that improve stability and efficiency
Benefits
- Fair Pay & Shared Success
- Blacklane Mystery Rides
- Learning & Development at Blacklane
- Weekly homecooked office lunches
- Access to the Nilo Health platform for mental wellness