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New Delhi, India
Remote only
Blacklane connects guests and chauffeurs worldwide to deliver premium, sustainable experiences. 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.
You will monitor, analyze, and optimize real-time performance across channels, translating operational signals into fast, high-quality actions and clear communication to Team Leads and Operations.
Real-time monitoring: Track queues, SL/ASA, wait times, AHT, occupancy, adherence, and abandon across channels via WFM/CCaaS tools.
Action management: Execute intraday levers (break reshuffle, skill/routing changes, reassignments, OT/VTO signals) to restore targets and balance load.
Communication: Provide timely, concise updates and actionable insights to Team Leads/Ops; set recovery ETAs and risks.
Incident handling: Detect and escalate outages, hub shutdowns, volume spikes, or staffing gaps; apply contingency playbooks and document timelines.
Reporting: Maintain live dashboards and deliver end-of-day summaries (variance vs. plan, root causes, recommended improvements).
Performance analysis: Identify trends during monitoring and propose proactive actions that improve stability and efficiency.
Experience: 1–2+ years in real-time/intraday workforce management (chat/call/email).
Analytics: Strong analytical mindset; advanced Excel/Sheets (lookups, pivots, basic charts; nice-to-have: interval analysis).
Tools: Understanding of workforce/ops systems; experience with Intercom, Aircall, Calabrio and Jira is a strong plus.
Communication & collaboration: Clear, calm updates under time pressure; effective partnering with Customer Care and external hubs.
Decision-making: Prioritizes quickly, takes data-driven actions, and manages trade-offs.
Ways of working: Multicultural collaborator; comfortable with rotating shifts (nights/weekends/holidays).
At Blacklane, our Compensation and Benefits strategies are designed to be fair and market-aligned. We combine base salary with variable elements and long-term incentives as part of our overall rewards framework. All employees participate in our company-wide Virtual Stock Option Plan (VSOP), sharing in Blacklane’s long-term success.
Local perks – Remote.com hires
💙 Strong local benefits package via Remote.com, including health coverage and statutory protections
🌴 Competitive local vacation and public holiday entitlements
💪 Your Mental Health → No compromise with Nilo
🎓 Continuous learning through LinkedIn learning and L&D budget
🚀 Fair pay and shared success through our VSOP program
🚘Mystery Rides: Quarterly Voucher to enjoy personal trips around the world with Blacklane and experience our service from a guest’s perspective.
