Job Description
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-functional stakeholders
- Strong collaboration skills across Operations, IT, and Leadership teams
- High proficiency in written and spoken English
- Calm and composed approach in high-pressure situations
- A proactive, solutions-focused mindset
Technical Skills
- Workforce management tools (Alvaria preferred)
- Real-time dashboards (e.g. Tableau, QuickSight, or similar)
- Strong Excel skills (pivot tables, formulas, data analysis)
- ServiceNow or similar ticketing systems
You might also have…
- High attention to detail and accuracy
- Strong problem-solving and analytical thinking
- Ability to manage competing priorities in a fast-moving environment
We encourage you to apply even if your experience or skillset doesn’t align perfectly with every requirement. We value a wide range of backgrounds and transferable skills, and we are excited to support learning and growth.
We’ve got your back… We offer a range of total rewards that may include paid time off, retirement savings (e.g., 401k, pension schemes), bonus/incentive eligibility, equity grants, participation in our employee stock purchase plan, competitive health benefits, and other family-friendly benefits including parental leave. GoDaddy’s benefits vary based on individual role and location and can be reviewed in more detail during the interview process.
About us… GoDaddy is empowering everyday entrepreneurs around the world by providing the help and tools to succeed online, making opportunity more inclusive for all. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights, and people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us.
At GoDaddy, we know diverse teams build better products—period. Our people and culture reflect and celebrate that sense of diversity and inclusion in ideas, experiences and perspectives. But we also know that’s not enough to build true equity and belonging in our communities. That’s why we prioritize integrating diversity, equity, inclusion and belonging principles into the core of how we work every day—focusing not only on our employee experience, but also our customer experience and operations. It’s the best way to serve our mission of empowering entrepreneurs everywhere, and making opportunity more inclusive for all. To read more about these commitments, as well as our representation and pay equity data, check out our Diversity and Pay Parity annual report which can be found on our Diversity Careers page.
We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way.
GoDaddy is proud to be an equal opportunity employer . GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.__Refer to our full EEO policy.
Our recruiting team is available to assist you in completing your application. If they could be helpful, please reach out to myrecruiter@godaddy.com.
GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.
