Workforce Real Time Associate, Delhi
Blacklane connects guests and chauffeurs worldwide to deliver premium, sustainable experiences. We’re looking for a Workforce Real-Time Associate to act as the analytical command center of our live operations, keeping service levels stable, agents adherent, and resources optimized so we deliver on our values: CARE, EXCELLENCE, DRIVE.
Your Responsibilities
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.
Real-time monitoring: Track queues, SL/ASA, wait times, AHT, occupancy, adherence, and abandon across channels via WFM/CCaaS tools.
Action management: Execute intraday levers (break reshuffle, skill/routing changes, reassignments, OT/VTO signals) to restore targets and balance load.
Communication: Provide timely, concise updates and actionable insights to Team Leads/Ops; set recovery ETAs and risks.
Incident handling: Detect and escalate outages, hub shutdowns, volume spikes, or staffing gaps; apply contingency playbooks and document timelines.
Reporting: Maintain live dashboards and deliver end-of-day summaries (variance vs. plan, root causes, recommended improvements).
Performance analysis: Identify trends during monitoring and propose proactive actions that improve stability and efficiency.
About you:
Experience: 1-2+ years in real-time/intraday workforce management (chat/call/email).
Analytics: Strong analytical mindset; advanced Excel/Sheets (lookups, pivots, basic charts; nice-to-have: interval analysis).
Tools: Understanding of workforce/ops systems; experience with Intercom, Aircall, Calabrio (or similar) is a strong plus.
Communication & collaboration: Clear, calm updates under time pressure; effective partnering with Customer Care and external hubs.
Decision-making: Prioritizes quickly, takes data-driven actions, and manages trade-offs.
Ways of working: Multicultural collaborator; comfortable with rotating shifts (nights/weekends/holidays).
About Blacklane
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.
Our Company Culture & Values 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.
- Care - We are invested in each other's well-being and professional growth.
- Drive - We act with pace and determination. We are ambitious, committed to a growth mindset, and champion ownership and delivery.
- Excellence - We understand our customers so we can exceed expectations.
We support our people through initiatives like Employee Resource Groups (ERGs), mentorship programs that bring our values to life.
Why Join Blacklane?
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.
Local perks - Remote.com hires
Strong local benefits package via Remote.com, including health coverage and statutory protections
Competitive local vacation and public holiday entitlements
Your Mental Health → No compromise with Nilo
Continuous learning through LinkedIn learning and L&D budget
Fair pay and shared success through our VSOP program
Mystery Rides: Quarterly Voucher to enjoy personal trips around the world with Blacklane and experience our service from a guest’s perspective.