Workforce Management Analyst - RTA

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 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
• 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

Requirements

• This role requires full and ongoing overlap with Porch's U.S. Central Time business hours (7:30 PM IST 4:30 AM IST).
• Workspace: A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload