Workforce Real Time Associate, Hyderabad

📋 Description

• Real-time monitoring: Track queues, SL/ASA, wait times, AHT, occupancy, adherence, and abandon
• Action management: Execute intraday levers (break reshuffle, skill/routing changes, reassignments
• Communication: Provide timely, concise updates and actionable insights to Team Leads/Ops; set
• Incident handling: Detect and escalate outages, hub shutdowns, volume spikes, or staffing gaps
• Reporting: Maintain live dashboards and deliver end-of-day summaries (variance vs. plan, root
• Performance analysis: Identify trends during monitoring and propose proactive actions that improve

🎯 Requirements

• 1-2+ years in real-time/intraday workforce management (chat/call/email).
• Strong analytical mindset; advanced Excel/Sheets (lookups, pivots, basic charts; nice-to-have
• Understanding of workforce/ops systems; experience with Intercom, Aircall, Calabrio (or similar) is
• Clear, calm updates under time pressure; effective partnering with Customer Care and external hubs.
• Prioritizes quickly, takes data-driven actions, and manages trade-offs.
• Multicultural collaborator; comfortable with rotating shifts (nights/weekends/holidays).

🎁 Benefits

• Local benefits package via Remote.com, including health coverage and statutory protections
• Competitive local vacation and public holiday entitlements
• Mental health support with Nilo
• Continuous learning through LinkedIn learning and L&D budget
• Fair pay and shared success through RSU program
• Mystery Rides: Quarterly Voucher to enjoy personal trips around the world with Blacklane