Workforce Real-Time Analyst

About the role

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.

Key responsibilities

• Monitor real‑time queues, service levels, wait times, AHT, occupancy, adherence and abandon rates across channels using WFM/CCaaS tools.
• Execute intraday levers such as break reshuffles, skill/routing changes, reassignments and overtime/VTO signals to restore targets.
• Provide concise updates and actionable insights to Team Leads and Operations, setting recovery ETAs and highlighting risks.
• Detect and escalate incidents like outages, hub shutdowns, volume spikes or staffing gaps, applying contingency playbooks and documenting timelines.
• Maintain live dashboards and deliver end‑of‑day summaries with variance analysis, root‑cause identification and improvement recommendations.

Required profile

• 1–2+ years of real‑time/intraday workforce management experience in chat, call or email environments.
• Strong analytical mindset with ability to communicate calmly under time pressure.
• Comfortable working rotating shifts, including nights, weekends and holidays.
• Effective collaboration with Customer Care teams and external hubs.

Required skills

• Advanced Excel/Google Sheets (lookups, pivots, basic charts).
• Familiarity with Intercom, Aircall, Calabrio and Jira.
• Understanding of workforce/operations management systems.

What we offer

• Competitive base salary combined with variable elements and long‑term incentives, including participation in the Virtual Stock Option Plan (VSOP).
• Remote.com employment framework with health coverage, statutory protections and local benefits.
• Access to mental‑health support, continuous learning budget and LinkedIn Learning resources.
• Quarterly mystery‑ride vouchers to experience Blacklane’s premium service as a guest.