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Monitor real-time contact center volumes across channels, manage intraday staffing and schedule adjustments using WFM tools, analyze data to identify trends and root causes, process time-off and schedule exceptions, communicate with stakeholders, and maintain accurate WFM profiles.
Navan is looking for a Real-Time Analyst (RTA) to support Workforce Management (WFM) for our 24/7/365 Travel Experience team. In this role, you will collaborate with cross-functional teams and leadership to optimize productivity and performance across multiple contact centers.
You will be responsible for managing real-time support volumes, making short-term scheduling adjustments, and ensuring data accuracy within our systems. This role requires a proactive, analytical, and detail-oriented professional who can effectively balance business needs with delivering an exceptional customer experience.
What You’ll Do:
- Monitor real-time volume across multiple contact center channels and skills.
- Utilize WFM software and historical data to manage intra-day staffing levels.
- Implement effective staffing adjustments to maintain service levels.
- Identify emerging trends and assess their impact on business operations.
- Translate data into actionable insights and recommendations.
- Evaluate availability for training, special projects, and other initiatives.
- Process and track time-off requests and schedule exceptions for agents.
- Communicate tailored messaging to various teams and stakeholders.
- Maintain and update WFM profiles to ensure accurate time tracking.
- Investigate data anomalies and uncover root causes.
- Foster a positive work environment that supports team success.
- Continuously enhance personal skills and proficiency with WFM systems.
- Perform additional duties as needed.
What We’re Looking For:
- 1+ year of Workforce Management (WFM) experience as a Real-Time Analyst (RTA) – mandatory.
- Experience in a multi-channel contact center environment.
- Hands-on experience with workforce systems such as Aspect eWFM, Avaya CMS, IEX, Genesys, Teleopti, Calabrio, and/or Verint/Blue Pumpkin. (Genesys required for most cases)
- Strong proficiency in Google Sheets and Microsoft Excel (e.g., advanced VLOOKUPs, pivot tables, complex formulas, and data analysis).
- Ability to work a flexible schedule, including nights, weekends, and holidays as needed.
- Strong quantitative, analytical, and problem-solving skills.
- Proactive mindset to identify challenges, analyze business impact, and provide data-driven solutions.
- Ability to build strong relationships across different levels of the organization.
- High level of integrity and confidentiality when handling sensitive employee information.
Top Skills
Genesys,Aspect Ewfm,Avaya Cms,Iex,Teleopti,Calabrio,Verint/Blue Pumpkin,Google Sheets,Microsoft Excel
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