Description
Blacklane is hiring a Workforce Real-Time Analyst to monitor and optimize live customer-care operations across chat, call, and email channels. The role tracks queues, service levels, wait times, adherence, occupancy, and other performance metrics; executes intraday staffing and routing changes; escalates incidents; maintains live dashboards; and provides operational insights to Team Leads and Operations. Candidates need 1–2+ years of real-time workforce-management experience, strong Excel or Sheets skills, familiarity with workforce or customer-care systems, and comfort with rotating shifts.
