WorkforceManagementIntradayAnalyst

Location Details: Remote - India At GoDaddy the future of work looks different for each team. Some teams work in the office full-time; others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely. This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings. 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. What you'll get to do... 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 Your experience should include... At least 1 years + 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-fun