[Hiring] Workforce Real-Time Associate @BLACKLANE

Role Description

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.

• 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.

Qualifications

• 1–2+ years in real-time/intraday workforce management (chat/call/email).
• Strong analytical mindset; advanced Excel/Sheets (lookups, pivots, basic charts; nice-to-have: interval analysis).
• Understanding of workforce/ops systems; experience with Intercom, Aircall, Calabrio (or similar) is a strong plus.
• Clear, calm updates under time pressure; effective partnering with Customer Care and external hubs.
• Prioritizes quickly, takes data-driven actions, and manages trade-offs.
• Multicultural collaborator; comfortable with rotating shifts (nights/weekends/holidays).

Benefits

• 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.