Workforce Management Intraday Analyst I
New
G
GoDaddyCustomer Care
Remote - IndiaFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 1 years
- Required Skills
- TableauMicrosoft ExcelServiceNow
Requirements
- 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
- 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
- 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
Responsibilities
- 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
- Manage and respond to ServiceNow tickets in line with SLAs
- Accurately document incidents, actions, and recovery activity
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