Workforce Management Analyst - RTA

Porch Group; United States; Remote; USD 7,200 - 10,000; Full time

Benefits offered by this job

Night shift allowance

Medical insurance

Wellness program

Paid holidays

Job summary

The Porch Group is seeking a Workforce Management Real-Time Analyst to drive real-time and intraday staffing, monitor KPIs, and optimize service levels across our operations. You will coordinate between operations, workforce planning, and leadership to drive efficiency and enhance customer experience.

You will oversee performance data, adjust schedules, and provide actionable insights to leadership while ensuring accurate WFM reporting.

Qualifications

• Experience with call center metrics (SLA, AHT, occupancy).
• Analytical and problem-solving skills.
• Strong written and verbal English communication.
• 1+ year in contact center or WFM environment.
• Experience with RingCentral or CXOne is mandatory.
• WFM tools (NICE, Verint, Genesys) preferred.
• Able to work overlapping US EST hours.

Responsibilities

• Monitor real-time performance and ensure alignment with targets.
• Manage intraday staffing and adjust schedules as needed.
• Track daily metrics and provide insights to leadership.
• Coordinate staffing with forecasted demand and operations.
• Execute contingency plans for volume or staffing changes.
• Analyze data and recommend improvements for efficiency.
• Facilitate real-time communication with stakeholders.
• Conduct root cause analysis on forecast variances.
• Manage schedule adjustments and escalations.
• Ensure accuracy and reliability of WFM reporting.

Skills

Call center metrics

Analytical skills

Organizational skills

Multitasking

Communication skills

Independent work

US-based teamwork

Education

Bachelor’s degree or related coursework

Tools

RingCentral

CXOne

Excel

ACD systems (NICE Verint Genesys)

Job description

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 As A Workforce Management Real-Time Analyst

• 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 As A Workforce Management Real-Time Analyst

• 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. Please know this may change based on business and interviewing needs.

What You Will Get As A Porch Group Team Member

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

Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job-related knowledge, alignment with market and our Porch employees, as well as your geographic location.

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 committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

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.