Workforce Management 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 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 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.
The annualized base salary range for this position in Dallas, TX is $34,400- $50,000. The base salary offered will factor, depending on the candidate’s geographic region, job-related knowledge, skills, and relevant experience among other factors.