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.
- Work Schedule: Tuesday to Saturday schedule, with working hours from 7:00 am to 3:30 pm.
- Hands-on experience with workforce systems such as Aspect eWFM, Avaya CMS, IEX, Genesys, Teleopti, Calabrio, and/or Verint/Blue Pumpkin.
- 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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What We Do
Navan is the leading all-in-one business travel and expense management solution that makes travel easy for frequent travelers. From finding flights and hotels, to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. See how Navan customers benefit and learn more at navan.com.
Why Work With Us
At Navan, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation.
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Navan Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
In-person connections is the foundation of Navan, the connections forged through face-to-face interactions improve company culture and what we can achieve together. We operate on a hybrid working model, which we define as four days a week in-office.
