Workforce Management Intraday Analyst I

Location Details

Remote - India

Job Description

We’re looking for a Workforce Management Intraday Analyst to play a critical role in our real-time operations. Acting as the central point of control for intraday performance, you’ll monitor contact centre activity, manage service risks, and coordinate rapid responses to operational challenges.

This is a fast-paced, high-impact role where your decisions directly influence customer experience and operational success.

What you'll get to do...

• Monitor queues, wait times, service levels, and real-time performance trends
• Track staffing adherence and identify gaps in schedule compliance
• Take immediate action to balance workloads and improve performance across channels
• Manage live incidents, outages, and emergency events using predefined playbooks
• Adjust agent skills and routing to optimise performance
• Identify trends in idle time, call containment, and operational KPIs
• Maintain agent hierarchies, skill profiles, and system accuracy
• Conduct audits on scheduling, routing, and exceptions (e.g. PTO, adherence)
• Manage and respond to ServiceNow tickets in line with SLAs
• Accurately document incidents, actions, and recovery activity

Your experience should include...

• At least 1 years + experience in a real-time/command center or workforce management environment
• Strong understanding of contact center operations and intraday performance management
• Ability to interpret KPIs and proactively identify service risks
• Confident decision-making under pressure, especially during outages or service disruption
• Excellent communication skills with the ability to engage cross-functional stakeholders
• Strong collaboration skills across Operations, IT, and Leadership teams
• High proficiency in written and spoken English
• Calm and composed approach in high-pressure situations
• A proactive, solutions-focused mindset

Technical Skills

• Workforce management tools (Alvaria preferred)
• Real-time dashboards (e.g. Tableau, QuickSight, or similar)
• Strong Excel skills (pivot tables, formulas, data analysis)
• ServiceNow or similar ticketing systems

You might also have...

• High attention to detail and accuracy
• Strong problem-solving and analytical thinking
• Ability to manage competing priorities in a fast-moving environment