Workforce Management Analyst – RTA

Job not on LinkedIn

🔥 0 minutes ago

🇮🇳 India – Remote

💵 ₹693.8k - ₹970.6k / year

⏰ Full Time

🟢 Junior

🧐 Business Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PORCH 💚

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

💼 Consulting

🏥 Healthcare

🏨 Hospitality

Consulting • Healthcare • Hospitality

PORCH 💚 is a next-generation insurance company that provides comprehensive software and services to various home service industries. It streamlines interactions for home professionals, utility customers, realtors, and homeowners by offering tools for inspections, moving, mortgage processes, and home maintenance. Through its partnerships, Porch enhances the home buying experience by simplifying service requests, onboarding new customers for warranty and insurance companies, and assisting with home improvement projects.

📋 Description

• Monitor real-time performance and ensure alignment with service level targets and KPIs • Manage intraday staffing by adjusting schedules and resource allocation as needed • Track daily performance metrics and provide insights and recommendations to leadership • Coordinate staffing levels to align with forecasted demand and operational requirements • Execute contingency plans to address unexpected volume or staffing challenges • Analyze performance data and provide actionable recommendations to improve efficiency and outcomes • Facilitate real-time communication with stakeholders regarding performance risks and mitigation plans • Conduct root cause analysis on forecast variances and performance gaps • Manage schedule adjustments, exception requests, and escalations • Ensure accuracy and reliability of reporting and WFM data • Act as the central point of coordination between operations, workforce planning, and leadership to drive efficiency and enhance customer experience

🎯 Requirements

• Working knowledge of workforce management principles and call center metrics (SLA, AHT, shrinkage, occupancy, etc.) • Strong analytical and problem-solving skills • Excellent organizational and time management abilities • Ability to multitask and prioritize in a fast-paced environment • Strong communication skills with the ability to present data clearly to different audiences • Ability to work independently with minimal supervision • Bachelor's degree or relevant coursework in mathematics, statistics, or a related field preferred • 1+ year experience in a contact center or workforce management environment • Proficiency in Excel (formulas, data analysis); familiarity with database tools is a plus • Experience with ACD systems and WFM tools (e.g., NICE, Verint, Genesys, etc.) preferred • Proven experience working with US based business teams • Excellent written and communication skills in English language • Full and ongoing overlap with Porch’s U.S. EST business hours (7:30 PM IST – 3:30 AM IST) • A quiet workspace • Internet connection of at least 30 Mbps download and 10 Mbps upload

🏖️ Benefits

• Medical insurance • Accident insurance • Retiral benefits • 12 company-paid holidays • 2 flexible holidays • Privilege/earned leave • Casual/sick leave • Paid maternity and paternity leaves • Weekly wellness events • Night Shift Allowance of ₹130,000 annually