Real-Time Analyst, Workforce Management

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.
• Hands-on experience with workforce systems such as Aspect eWFM, Avaya CMS, IEX, Genesys, Teleopti, Calabrio, and/or Verint/Blue Pumpkin. (Genesys required for most cases)
• 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.