Workforce Real Time Analyst, Delhi

Blacklane connects guests and chauffeurs worldwide to deliver premium, sustainable experiences. We're looking for a Workforce Real-Time Analyst 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
Blacklane has grown from a two-person startup in Berlin to a global team of over 300 people representing 54+ nationalities. Powered by our commitment to care, inclusion, innovation, and collaboration, we support employees through initiatives like Employee Resource Groups (ERGs), mentorship programs, and more.

Here are just a few examples of the ERGs fostering connection:

• LGBTQIA+ Network – Advocating for inclusivity and championing allyship.
• People of Color Resource Group - To celebrate, empower, and amplify the contributions of POC, both past and present, while fostering a culture of inclusivity, equity, and allyship at Blacklane.
• Bookclub – Encouraging cultural exchange, fostering discussion, critical thinking, and team engagement through shared reading and analysis.
• Blacklane Cares Leave – Spend up to eight paid hours annually volunteering for causes meaningful to you.

We welcome—and actively support—employees to create or join the communities that are important to them.

Why join us in a Blacklane on the fast lane?

• Fair Pay & Shared Success We provide good salaries and automatically enroll all employees in our Virtual Stock Options Plan (VSOP). Your shares vest over four years, with full transparency on their value growth through Ledgy.
• Blacklane Mystery Rides As a valued contributor to our success and growth, we are pleased to offer you one complimentary ride per quarter to experience and evaluate our chauffeur services firsthand.
• Learning & Development at Blacklane We value the person beyond the CV, which is why we are committed to your continuous growth—not just for the company's success, but for your own professional development. We believe that when our employees stay ahead, so does Blacklane. That's why you have free access to thousands of online courses on LinkedIn Learning, tailored to your career aspirations, along with a unique learning experience designed for those stepping into leadership roles.
• The way to your heart goes through your stomach? If so, we've got something special for you, in Berlin: our weekly homecooked, quality office lunches. Not only do they fuel your mind and body, but they also provide the perfect opportunity to connect with colleagues from all departments, fostering stronger bonds beyond your own division.
• Your Health, No Compromise with Nilo Health
  We prioritize both your mental and physical well-being because a healthy team creates a thriving culture. That's why we offer access to the Nilo Health platform for mental wellness - available for you to use as you choose.
• Social responsibility We Care: Learn more about Miracle flights and the meaningful impact behind our commitment to making a difference.
• Share your ideas with Blacklane's C-Level Our approachable C-Level team values your insights. Once a month, they host a consultation day where you're invited to share your ideas, feedback, and constructive criticism—because your voice shapes our future.
• Thrive Together Our Hybrid Office Culture: At Blacklane, we believe in the power of in-person collaboration and connection. That's why we follow a hybrid, 3 office day focused approach. This supports both our fast-paced growth and the building of strong, engaged teams. We know everyone's situation is unique, so our hybrid setup still allows for flexibility when needed. If you're excited about contributing in a dynamic, people-driven environment and value both teamwork and personal accountability, we'd love to hear from you!

Do you have any questions or want to know more about our way of working? Feel free to contact us. We're happy to connect!

We place great value on equal opportunities. Therefore, we welcome everyone to apply!

Curious to see us in action? Let's go!

• Listen to our CEO in Startup insider episode #1643

• Blacklane is backed by investors who share our vision: Mercedes-Benz Mobility, Tasaru, Sixt, the Al Fahim Group, Alstin Capital, RI Digital Ventures, and b2venture