Real Time Analyst

DoorDash India — Hyderabad, India

About the Team The RTA team is in the front line when it comes to protecting service level agreements and experience. The team is responsible for ensuring occupancy is balanced across our multiple LOBs and organizations. RTA also works with several cross functional partners to manage and mitigate outage impacts. The team works in a highly collaborative environment to meet the demands of an ever changing and scaling organization. About the Role The Real Time Analyst will become a subject matter expert on workforce intraday operation including: real-time queue monitoring, skilling, reporting, escalating known issues, and tools troubleshooting in a global customer support operation. As part of our evolving Tech Stack team, Real Time Analysts will also be introduced to AI-powered tools that support smarter queue management, automated reporting, and faster issue identification — making day-to-day operations more efficient and impactful. Real Time Analysts may also be asked for insights and recommendations for process improvements based on trends and ad hoc reporting/tasks as assigned by the Workforce Manager or Vendor Operations. This role also works with support leaders to ensure service levels are reached throughout the day. The ideal candidate is a self-starter with strong analytical and communicative skills who is curious about technology and eager to learn how AI can enhance their work. You’re excited about this opportunity because you will… Monitor and Manage support queues, drive improvements on agent utilization, and same-day staffing to ensure service levels and staffing needs are met, using AI-assisted monitoring tools to flag anomalies and surface trends faster. Interact with Vendor leaders on staffing, call trends, and general troubleshooting across multi-site contact centers. Serve as the primary point of contact for the internal support team on intraday requests. Report out on staffing, contact and service level drivers, and historical data leveraging AI-po

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