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Navan is seeking a highly skilled Real-Time Analyst 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.
Key Responsibilities- 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.
