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

• 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.
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What’s next?

Submit your application below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!

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.