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 reliable agents adherent and resources optimized so we deliver on our values CARE EXCELLENCE DRIVE Your Responsibilities 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 About you Experience 1-2 years in real-time intraday workforce management chat call email Analytics Robust 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 or similar 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 About Blacklane Our mission is straightforward but powerful to become the world s leading premium global chauffeur service Operating in 50 countries we reimagine chauffeur-driven rides by prioritizing reliability innovation and first-class service at every step Blacklane is also at the forefront of sustainable mobility efforts continuously working to reduce our operational impact on the planet Our Company Culture Blacklane has grown from a two-person startup in Berlin to a global team of over 300 people representing 54 nationalities Powered by our commitment to care inclusion innovation and collaboration we support employees through initiatives like Employee Resource Groups ERGs mentorship programs and more Here are just a few examples of the ERGs fostering connection LGBTQIA Network - Advocating for inclusivity and championing allyship People of Color Resource Group - To celebrate empower and amplify the contributions of POC both past and present while fostering a culture of inclusivity equity and allyship at Blacklane Bookclub - Encouraging cultural exchange fostering discussion critical thinking and team engagement through shared reading and analysis Blacklane Cares Leave - Spend up to eight paid hours annually volunteering for causes meaningful to you We welcome and actively support employees to create or join the communities that are important to them Why join us in a Blacklane on the fast lane Fair Pay Shared Success We provide good salaries and automatically enroll all employees in our Virtual Stock Options Plan VSOP Your shares vest over four years with full transparency on their value growth through Ledgy Blacklane Mystery Rides As a valued contributor to our success and growth we are pleased to offer you one complimentary ride per quarter to experience and evaluate our chauffeur services firsthand Learning Development at Blacklane We value the person beyond the CV which is why we are committed to your continuous growth not just for the company s success but for your own professional development We believe that when our employees stay ahead so does Blacklane That s why you have free access to thousands of online courses on LinkedIn Learning tailored to your career aspirations along with a unique learning experience designed for those stepping into leadership roles The way to your heart goes through your stomach If so we ve got something special for you in Berlin our weekly homecooked quality office lunches Not only do they fuel your mind and body but they also provide the perfect opportunity to connect with colleagues from all departments fostering stronger bonds beyond your own division Your Health No Compromise with Nilo Health We prioritize both your mental and physical well-being because a healthy team creates a thriving culture That s why we offer access to the Nilo Health platform for mental wellness - available for you to use as you choose Social responsibility We Care Learn more about Miracle flights and the meaningful impact behind our commitment to making a difference Share your ideas with Blacklane s C-Level Our approachable C-Level team values your insights Once a month they host a consultation day where you re invited to share your ideas feedback and constructive criticism because your voice shapes our future Thrive Together Our Hybrid Office Culture At Blacklane we believe in the power of in-person collaboration and connection That s why we follow a hybrid 3 office day focused approach This supports both our fast-paced growth and the building of strong engaged teams We know everyone s situation is unique so our hybrid setup still allows for flexibility when needed If you re excited about contributing in a dynamic people-driven environment and value both teamwork and personal accountability we d love to hear from you Do you have any questions or want to know more about our way of working Feel free to contact us We re happy to connect We place great value on equal opportunities Therefore we welcome everyone to apply Curious to see us in action Let s go Watch us on Amazon Prime Listen to our CEO in Startup insider episode 1643 Blacklane is backed by investors who share our vision Mercedes-Benz Mobility Tasaru Sixt the Al Fahim Group Alstin Capital RI Digital Ventures and b2venture

📌 Workforce Real Time Analyst, Delhi (New Delhi)
🏢 BLACKLANE
📍 New Delhi