Job Description

Navan is seeking a highly skilled and experienced Workforce Management Real Time Analyst. The successful candidate will be responsible for monitoring real-time contact center activity, managing staffing levels, and making adjustments as needed to ensure optimal service levels. The ideal candidate should have a deep understanding of Twilio and Calabrio software and should be able to use them effectively to manage the workforce in real-time. What You ll Do: Monitor real-time contact center activity, such as contact volume, staffing levels, and service levels, to identify areas for improvement and make adjustments as needed. Manage staffing levels in real-time to ensure optimal service levels are maintained. Communicate with agents and managers to ensure adherence to schedules and to provide feedback as needed. Work closely with other departments to ensure seamless communication and coordination of real-time workforce management activities. Continuously evaluate and improve real-time workforce management processes to ensure optimal efficiency and effectiveness. What We re Looking For: At least 2 years of experience in real-time workforce management, preferably in the travel industry. Experience with Gensys or Twilio and Calabrio software is a must. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work under pressure and meet tight deadlines. Ability to work independently as well as in a team. Should be comfortable working one weekend day and ealry morning shift