Workforce Real Time Associate, Hyderabad

Blacklane connects guests and chauffeurs worldwide to deliver premium, sustainable experiences. We’re looking for aWorkforce 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, co...