Posted:
12/4/2025, 6:48:27 PM
Location(s):
Karnataka, India ⋅ Bengaluru, Karnataka, India
Experience Level(s):
Junior ⋅ Mid Level
Field(s):
Customer Success & Support
Workplace Type:
Hybrid

Blacklane connects guests and chauffeurs worldwide to deliver premium, sustainable experiences. 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.
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.
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).
Here are just a few examples of the ERGs fostering connection:
We welcome—and actively support—employees to create or join the communities that are important to them.
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!
→ Watch us on Amazon Prime
→ 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

Website: https://boards.greenhouse.io/
Headquarter Location: Berlin, Berlin, Germany
Employee Count: 251-500
Year Founded: 2011
IPO Status: Private
Last Funding Type: Series F
Industries: Hospitality ⋅ Professional Services ⋅ Tourism ⋅ Transportation ⋅ Travel