Workforce Real Time Analyst, Delhi

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