Real Time Analyst Supervisor

DoorDash India; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

DoorDash India is seeking a WFM RTA Supervisor to mature intraday operations and near‑term planning, while building a capable RTA team monitoring 24/7 activity. You will oversee reporting, drive performance against SLAs, and partner with vendor teams to optimize staffing and forecasting.

The role reports to the Workforce Planning Manager and requires strong analytics, experience with outsourced centers, and leadership in a multi‑site environment.

Qualifications

• 3+ years of experience in workforce management, with at least 1 year in a leadership role.
• Experience with outsourced call centres and Salesforce preferred.
• Strong knowledge of call centre metrics (service level, AHT, adherence).
• Fluent with Google Suite and reporting tools (Excel, Google Sheets).
• Experience with WFM optimisation tools (Verint, eWFM, Nice IEX).

Responsibilities

• Develop and grow Real Time Analysts in WFM and their careers across all shifts.
• Ensure accurate tracking of schedule adherence and SLAs and related reporting.
• Collaborate with WF Planning Manager and vendor teams on planning, skilling, and staffing levels.
• Serve as primary contact for internal support on intraday insights.
• Coordinate with other departments to scale operations for customer support.
• Perform ad‑hoc duties as needed by Vendor Operations and WFM.

Skills

Forecasting

Intraday planning

Analytical mindset

Cross-functional communication

Adaptability

Leadership

Tools

Verint

Aspect eWFM

Nice IEX

Salesforce

Tableau

Excel

Google Sheets

Job description

About the Role

As a WFM RTA Supervisor, you will be growing and maturing Intraday operations and near‑term planning, while also building a highly supportive RTA team that monitors 24/7 operations. This role will be crucial to providing insights and feedback for multiple Support departments and ensuring WFM tasks are acted upon to meet SLAs. The ideal candidate will have previous experience with a mix of international vendor contact centres and onshore staffing. The WFM Supervisor will also oversee robust, accurate reporting throughout the team and vendor‑level RTAs. We are looking for someone who is always looking to improve the status quo. This role will report to the Workforce Planning Manager.

You’re excited about this opportunity because you will…

• Develop and grow Real Time Analysts in WFM and their careers who work at all hours of the day.
• Ensure the team accurately tracks and manages call centre schedule adherence and SLAs, along with other reporting.
• Work closely with the WF Planning Manager and vendor teams on planning, skilling, and staff levels.
• Serve as the primary point of contact for the internal support team on intraday insights.
• Work well with other departments and teams to grow operations for customer support.
• Perform ad‑hoc duties as needed by Vendor Operations and WFM.

We’re excited about you because…

• Expert knowledge of key call centre performance metrics such as service level, AHT, adherence, etc.
• Demonstrated skills in all phases of workforce planning, forecasting and intraday functions.
• At least 3 years experience in workforce management, with 1 year of leadership experience. Preferably with large multi‑site operations (300+).
• Experience with outsourced call centres and Salesforce preferred.
• Light database or Tableau knowledge is a plus.
• Comfort/experience communicating across job levels with both internal and external partners is a must.
• Strong ability to act quickly and adapt to ever‑changing business conditions.
• Strong analytical mindset and multi‑tasker.
• Fluent with Google Suite.
• Experience with WFM optimisation tools (e.g., Verint, Aspect eWFM, Nice IEX, etc.).
• Reporting experience including strong skills within Microsoft Excel and Google Sheets.
• Experience with Salesforce preferred but not required.

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door‑to‑door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We’re committed to supporting employees’ happiness, healthiness, and overall well‑being by providing comprehensive benefits and perks.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

If you need any accommodations, please inform your recruiting contact upon initial connection.

We use Covey as part of our hiring and/or promotional process for jobs in certain locations.

To request a reasonable accommodation under applicable law or alternate selection process, please inform your recruiting contact upon initial connection.

Equal Employment Opportunity

As set forth in DoorDash’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.