Workforce Management Analyst - RTA

PORCH INDIA PRIVATE LIMITED; India; Remote; INR 694,000 - 971,000; Full time

Benefits offered by this job

Night Shift Allowance

Remote work from India

Health insurance

2 flexible holidays

Wellness programs

Job summary

Porch Group is seeking a Workforce Management Real-Time Analyst (WFM RTA) to ensure operational performance and service levels across the business. You will manage real-time and intraday workforce management, monitor performance metrics, and make strategic staffing adjustments to meet KPIs.

The role requires coordinating with operations, workforce planning, and leadership, with full remote work from India and overlap with US EST business hours. Night shift allowance applies per policy.

Qualifications

• Bachelor's degree or relevant coursework in math, stats, or related field.
• 1+ year experience in a contact center or WFM environment.
• Experience with RingCentral or CXOne is mandatory.
• Proficiency in Excel and data analysis.

Responsibilities

• Monitor real-time performance and ensure SLAs and KPIs.
• Manage intraday staffing and scheduling adjustments.
• Track daily performance metrics and provide insights to leadership.
• Coordinate staffing with forecasted demand and operations.
• Conduct root-cause analysis on forecast variances and performance gaps.

Skills

WFM principles

Call center metrics

Analytical skills

Communication skills

Multitasking

Education

Bachelor's in mathematics/statistics/related

Tools

RingCentral

CXOne

Excel

NICE

Verint

Genesys

Job description

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by 1) providing the best services for homebuyers 2) led by advantaged underwriting in insurance 3) to protect the whole home As a leader in the home services software-as-a-service ("SaaS") space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies. In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title

Workforce Management Real-Time Analyst (WFM RTA)

Location

India

Workplace Type

Remote

Job Summary

The future is bright for the Porch Group, and we'd love for you to be a part of it as our Workforce Management Real-Time Analyst. As a Workforce Management Real-Time Analyst, you will play a critical role in ensuring operational performance and service level delivery across our business. This role is central to our operations, responsible for real-time and intraday workforce management, monitoring performance metrics, and making strategic adjustments to optimize staffing and meet key KPIs. You will act as the central point of coordination between operations, workforce planning, and leadership to drive efficiency and enhance customer experience.

What You Will Do

• 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

What You Will Bring

• 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
• Experience with RingCentral or CXOne is mandatory.
• 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

This role requires full and ongoing overlap with Porch’s U.S. EST business hours (7:30 PM IST – 3:30 AM IST). A Night Shift Allowance is applicable for this position in line with company policy. Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload

The application window for this position is anticipated to close in 2 weeks (10 business days) from August 25, 2026.

Pay Range: 693,800 - 970,600 INR annually

Our benefits package will provide you with comprehensive coverage for your health, life, and financial well-being. Our benefits include medical insurance, accident insurance and retiral benefits. Our wellness programs include 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity leaves, and weekly wellness events. Additionally, a Night Shift Allowance of ₹130,000 annually is applicable for this position.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.

Values

• No Jerks / No Egos
• Be Ambitious
• Solve Each Problem
• Care Deeply
• Together We Win