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GoDaddy logo
GoDaddy

GoDaddy is a web services platform that helps individuals and businesses worldwide start, grow, and manage their online presence. GoDaddy employs team members a

Workforce Management Intraday Analyst I

Location

India

Posted

20 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Workforce Management Intraday Analyst I

GoDaddy

Role Description We’re looking for a Workforce Management Intraday Analyst to play a critical role in our real-time operations. Acting as the central point of control for intraday performance, you’ll monitor contact centre activity, manage service risks, and coordinate rapid responses to operational challenges. This is a fast-paced, high-impact role where your decisions directly influence customer experience and operational success. - 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 Qualifications - At least 1 year of 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 Requirements - 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 Benefits - Paid time off - Retirement savings (e.g., 401k, pension schemes) - Bonus/incentive eligibility - Equity grants - Participation in our employee stock purchase plan - Competitive health benefits - Family-friendly benefits including parental leave

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