Real-Time Analyst, Workforce Management

<p>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.</p> <p>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.</p> <p><strong>What You’ll Do:</strong></p> <ul> <li>Monitor real-time volume across multiple contact center channels and skills.</li> <li>Utilize WFM software and historical data to manage intra-day staffing levels.</li> <li>Implement effective staffing adjustments to maintain service levels.</li> <li>Identify emerging trends and assess their impact on business operations.</li> <li>Translate data into actionable insights and recommendations.</li> <li>Evaluate availability for training, special projects, and other initiatives.</li> <li>Process and track time-off requests and schedule exceptions for agents.</li> <li>Communicate tailored messaging to various teams and stakeholders.</li> <li>Maintain and update WFM profiles to ensure accurate time tracking.</li> <li>Investigate data anomalies and uncover root causes.</li> <li>Foster a positive work environment that supports team success.</li> <li>Continuously enhance personal skills and proficiency with WFM systems.</li> <li>Perform additional duties as needed.</li> </ul> <p><strong>What We’re Looking For:</strong></p> <ul> <li>1+ year of Workforce Management (WFM) experience as a Real-Time Analyst (RTA) – mandatory.</li> <li>Experience in a multi-channel contact center environment.</li> <li>Hands-on experience with workforce systems such as Aspect eWFM, Avaya CMS, IEX, Genesys, Teleopti, Calabrio, and/or Verint/Blue Pumpkin. <strong>(Genesys required for most cases)</strong></li> <li>Strong proficiency in Google Sheets and Microsoft Excel (e.g., advanced VLOOKUPs, pivot tables, complex formulas, and data analysis).</li> <li>Ability to work a flexible schedule, including nights, weekends, and holidays as needed.</li> <li>Strong quantitative, analytical, and problem-solving skills.</li> <li>Proactive mindset to identify challenges, analyze business impact, and provide data-driven solutions.</li> <li>Ability to build strong relationships across different levels of the organization.</li> <li>High level of integrity and confidentiality when handling sensitive employee information.</li> </ul>