Workforce Management Intraday Analyst

Job description

Accountabilities The ideal candidate brings experience in real-time contact centre operations or workforce management, with strong analytical ability and confidence in high-pressure decision-making environments. Minimum 1+ year of experience in workforce management, intraday control, or contact centre operations. Strong understanding of contact centre KPIs and real-time performance management. Experience using workforce management tools (Alvaria preferred or similar platforms). Proficiency with reporting and analytics tools such as Tableau, QuickSight, or equivalent dashboards. Strong Excel skills, including pivot tables, formulas, and data analysis techniques. Experience with ServiceNow or similar ticketing and incident management systems. Excellent communication skills and ability to collaborate with cross-functional teams. Ability to stay calm, focused, and decisive under pressure during service disruptions. Strong problem-solving mindset with attention to detail and operational accuracy. Benefits Competitive compensation package aligned with experience Fully remote work opportunity within India Exposure to large-scale, real-time contact centre operations Opportunity to work in a high-impact, fast-paced operational environment Collaborative culture with cross-functional engagement Learning and development opportunities in workforce management and operations Supportive and inclusive work environment How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Workforce Management Intraday Analyst in India. This role sits at the heart of real-time contact centre operations, ensuring seamless service delivery and optimal performance across customer support channels. You will act as the central control point for intraday monitoring, making fast, data-driven decisions that directly impact customer experience and service levels. Working in a high-pressure, fast-paced environment, you will track live operational metrics, identify risks, and take immediate corrective actions when disruptions occur. The role requires close coordination with operations, IT, and leadership teams to maintain stability and efficiency across workflows. You will play a key part in managing incidents, balancing workloads, and ensuring staffing alignment throughout the day. This is a highly impactful position where operational precision and quick thinking are essential to success.