WFM Real Time Analyst

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 Genesys 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 Genesys 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 early morning shift (03:30. 12:00 am IST)