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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
Top Skills
What the Team is Saying
What We Do
Navan is the all-in-one super app that makes travel and expense easy so you can focus on being there, not getting there. Say goodbye to spending hours on the phone trying to change your flight or saving stacks of receipts to manually input expenses. From EAs and finance teams to travel managers and employees, Navan empowers people to focus on the things that matter most to them — all while providing companies with real-time visibility, savings, and control.
Navan’s investors include visionaries like Andreessen Horowitz, Lightspeed Ventures, Greenoaks, Zeev Ventures, and entrepreneurs Lee Fixel, Adam Bain, and Elad Gil. In Oct 2022, Navan announced its Series G upround at a post-money valuation of $9.2B to help accelerate future growth plans.
In April 2023, Navan expanded in the Indian market with the acquisition of Tripeur, a modern, people-centric corporate travel and expense management company. The group’s fifth acquisition in under two years, Tripeur joined the Navan Group alongside Spanish meetings and events specialists, Atlanta Events & Corporate Travel Consultants; Berlin-based modern travel management company, Comtravo; leading Scandinavian travel agency Resia AB; and London-based high-touch TMC, Reed & Mackay.
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 three days a week in-office.
