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.

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.

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Real-time monitoring: Track queues, SL/ASA, wait times, AHT, occupancy, adherence, and abandon across channels via WFM/CCaaS tools.

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Action management: Execute intraday levers (break reshuffle, skill/routing changes, reassignments, OT/VTO signals) to restore targets and balance load.

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Communication: Provide timely, concise updates and actionable insights to Team Leads/Ops; set recovery ETAs and risks.

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Incident handling: Detect and escalate outages, hub shutdowns, volume spikes,



or staffing gaps; apply contingency playbooks and document timelines.

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Reporting: Maintain live dashboards and deliver end-of-day summaries (variance vs. plan, root causes, recommended improvements).

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Performance analysis: Identify trends during monitoring and propose proactive actions that improve stability and efficiency.

About you:

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Experience: 1–2+ years in real-time/intraday workforce management (chat/call/email).

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Analytics: Strong analytical mindset; advanced Excel/Sheets (lookups, pivots, basic charts; nice-to-have: interval analysis).

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Tools: Understanding of workforce/ops systems; experience with Intercom, Aircall, Calabrio and Jira is a robust plus.

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Communication & collaboration: Clear, calm updates under time pressure; effective partnering with Customer Care and external hubs.

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Decision-making: Prioritizes quickly, takes data-driven actions, and manages trade-offs.

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Ways of working: Multicultural collaborator

📌 Workforce Real Time Analyst, Delhi
🏢 BLACKLANE
📍 Delhi