Workforce Management Intraday Analyst I

Indiamid

OperationsManagement

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Quick Summary

Overview

Location Details: Remote - India At GoDaddy the future of work looks different for each team.

Technical Tools

OperationsManagement

Responsibilities

~1 min read

→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 (e.g. PTO, adherence)
→Manage and respond to ServiceNow tickets in line with SLAs
→Accurately document incidents, actions, and recovery activity

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, especially during outages or service disruption
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
A proactive, solutions-focused mindset

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

High attention to detail and accuracy
Strong problem-solving and analytical thinking
Ability to manage competing priorities in a fast-moving environment

We encourage you to apply even if your experience or skillset doesn’t align perfectly with every requirement. We value a wide range of backgrounds and transferable skills, and we are excited to support learning and growth.