Real Time Analyst

3 semanas atrás


Lisboa, Lisboa, Portugal Navan Tempo inteiro

Department: Global Operations and Service (GOS)

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.
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