Workforce Real Time Associate, Delhi

<div class="col-md-6 pull-left"> <div class="border"> <p data-start="360" data-end="704">Blacklane connects guests and chauffeurs worldwide to deliver premium, sustainable experiences. We're looking for a <strong data-start="476" data-end="507">Workforce Real-Time Associate</strong> to act as the <strong data-start="522" data-end="551">analytical command center</strong> of our live operations, keeping service levels stable, agents adherent, and resources optimized so we deliver on our values: <strong data-start="676" data-end="703">CARE, EXCELLENCE, DRIVE</strong>.</p> <h3 data-start="920" data-end="939">Your Responsibilities</h3> <p>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.</p> <ul data-start="940" data-end="1790"> <li data-start="940" data-end="1079"> <p data-start="942" data-end="1079"><strong data-start="942" data-end="967">Real-time monitoring:</strong> Track queues, SL/ASA, wait times, AHT, occupancy, adherence, and abandon across channels via WFM/CCaaS tools.</p> </li> <li data-start="1080" data-end="1239"> <p data-start="1082" data-end="1239"><strong data-start="1082" data-end="1104">Action management:</strong> Execute intraday levers (break reshuffle, skill/routing changes, reassignments, OT/VTO signals) to restore targets and balance load.</p> </li> <li data-start="1240" data-end="1366"> <p data-start="1242" data-end="1366"><strong data-start="1242" data-end="1260">Communication:</strong> Provide timely, concise updates and actionable insights to Team Leads/Ops; set recovery ETAs and risks.</p> </li> <li data-start="1367" data-end="1522"> <p data-start="1369" data-end="1522"><strong data-start="1369" data-end="1391">Incident handling:</strong> Detect and escalate outages, hub shutdowns, volume spikes, or staffing gaps; apply contingency playbooks and document timelines.</p> </li> <li data-start="1523" data-end="1659"> <p data-start="1525" data-end="1659"><strong data-start="1525" data-end="1539">Reporting:</strong> Maintain live dashboards and deliver end-of-day summaries (variance vs. plan, root causes, recommended improvements).</p> </li> <li data-start="1660" data-end="1790"> <p data-start="1662" data-end="1790"><strong data-start="1662" data-end="1687">Performance analysis:</strong> Identify trends during monitoring and propose proactive actions that improve stability and efficiency.</p> </li> </ul> <p> </p> <h3 data-start="1792" data-end="1818">About you:</h3> <ul data-start="1819" data-end="2531"> <li data-start="1819" data-end="1911"> <p data-start="1821" data-end="1911"><strong data-start="1821" data-end="1836">Experience:</strong> <span style="text-decoration: underline;"><strong>1–2+ years in real-time/intraday workforce management (chat/call/email).</strong></span></p> </li> <li data-start="1912" data-end="2049"> <p data-start="1914" data-end="2049"><strong data-start="1914" data-end="1928">Analytics:</strong> Strong analytical mindset; advanced <strong data-start="1965" data-end="1981">Excel/Sheets</strong> (lookups, pivots, basic charts; nice-to-have: interval analysis).</p> </li> <li data-start="2050" data-end="2183"> <p data-start="2052" data-end="2183"><strong data-start="2052" data-end="2062">Tools:</strong> Understanding of workforce/ops systems; experience with <strong data-start="2119" data-end="2150">Intercom, Aircall, Calabrio</strong> (or similar) is a strong plus.</p> </li> <li data-start="2184" data-end="2322"> <p data-start="2186" data-end="2322"><strong data-start="2186" data-end="2220">Communication & collaboration:</strong> Clear, calm updates under time pressure; effective partnering with Customer Care and external hubs.</p> </li> <li data-start="2323" data-end="2419"> <p data-start="2325" data-end="2419"><strong data-start="2325" data-end="2345">Decision-making:</strong> Prioritizes quickly, takes data-driven actions, and manages trade-offs.</p> </li> <li data-start="2420" data-end="2531"> <p data-start="2422" data-end="2531"><strong data-start="2422" data-end="2442">Ways of working:</strong> Multicultural collaborator; comfortable with rotating shifts (nights/weekends/holidays).</p> </li> </ul> <p> </p> <p data-start="3019" data-end="3096"> </p> <p> </p> </div> </div> <div class="p-rich_text_section"> <div class="p-rich_text_section"> <h4><a href="https://www.blacklane.com/en/">About Blacklane<strong><br></strong></a></h4> <h4>Our mission is simple 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.</h4> <h4><strong>Our Company Culture & Values </strong><br>Blacklane has grown from a two-person startup in Berlin to a global team of over 300 people representing 54+ nationalities. Our culture is powered by our commitment to three core values: Care, Drive and Excellence.  </h4> <ul> <li><strong>Care - </strong>We are invested in each other's well-being and professional growth. </li> <li><strong>Drive</strong> - We act with pace and determination. We are ambitious, committed to a growth mindset, and champion ownership and delivery.</li> <li><strong>Excellence - </strong>We understand our customers so we can exceed expectations. </li> </ul> <h4>We support our people through initiatives like Employee Resource Groups (ERGs), mentorship programs that bring our values to life.</h4> <p> </p> <h2><strong>Why Join Blacklane?</strong></h2> <p>At Blacklane, our Compensation and Benefits strategies are designed to be fair and market-aligned. We combine base salary with variable elements and long-term incentives as part of our overall rewards framework. All employees participate in our company-wide Virtual Stock Option Plan (VSOP), sharing in Blacklane's long-term success.</p> <p><strong>Local perks – Remote.com hires</strong><strong><br></strong>💙 Strong local benefits package via Remote.com, including health coverage and statutory protections<br>🌴 Competitive local vacation and public holiday entitlements<br>💪 Your Mental Health → No compromise with <a href="https://nilohealth.com/">Nilo</a> <br>🎓 Continuous learning through LinkedIn learning and L&D budget<br>🚀 Fair pay and shared success through our VSOP program<br>🚘Mystery Rides: Quarterly Voucher to enjoy personal trips around the world with Blacklane and experience our service from a guest's perspective.</p> </div> </div>