Workforce Real Time Associate, Delhi
Core
Analytical command center for live operations, monitoring and optimizing real-time performance across chat/call/email channels to ensure service stability and resource efficiency.
Role type
Real-time workforce management associate
Builds
Stable live operations for a global premium chauffeur service
Domain
Transportation / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Real-time monitoring, queue management, SL/ASA tracking, intraday action execution, incident escalation, data-driven decision making, advanced Excel/Sheets
Preferred skills
Experience with Intercom, Aircall, Calabrio, Jira, interval analysis
Technologies
WFM/CCaaS tools, Intercom, Aircall, Calabrio, Jira, Excel, Sheets
Responsibilities
Monitor queues, SL/ASA, wait times, AHT, occupancy, adherence, and abandon; Execute intraday levers like break reshuffle and skill changes; Provide timely updates and recovery ETAs to Team Leads; Detect and escalate outages or staffing gaps; Maintain live dashboards and deliver end-of-day summaries; Identify trends and propose proactive actions.
Seniority
Junior to Mid-level, hands-on IC
