Real-Time Analyst, Workforce Management
Navan
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.
About Navan
Navan (Nasdaq: NAVN) is the leading all-in-one business travel, payments, and expense management platform 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.
Culture of Excellence
Our team is our competitive edge — a high-performance group of smart, driven people committed to winning together. This dedication to excellence is why we’ve been recognized as a Best Place to Work by Built In (2023–2026), a G2 Best Global Software Company (2025-2026), a CNBC Disruptor 50 (2022-2025), and a Forbes Fintech 50 (2022-2025). At Navan, we provide an environment where top talent excels, offering the autonomy and fast-paced trajectory needed to build a defining career and do the best work of your life.
Our Benefits
Navan offers a comprehensive benefits program designed to support your well-being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family.
We support long-term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country-specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support, mental health resources, and exclusive travel-related perks. Wherever you’re based, our benefits evolve with you.
Workplace Policy
Navan believes in the value of in-person connections, whether that’s sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face-to-face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. In-office perks such as company-provided lunches and happy hours create a strong team environment to help you do your best work. Our employees work from the office four days a week. Please expect this policy for all roles that are tied to an office.
Equal Opportunity
Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.
Accommodations
Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.
If you need any assistance or accommodations due to a disability, you are welcome to email us at [email protected].
Candidate Privacy Notice
Please review Navan's Candidate Privacy Notice here.
Job Search Best Practices
We have been made aware of recruitment scams involving fraudulent attempts to lure job seekers into sending money or personal information in return for fake job offers or coerce them into purchasing equipment by electronic funds transfer (Zelle, Venmo, etc.) Legitimate Navan recruiters will never ask for money in any recruitment or onboarding activities. All available job openings at Navan will be posted on Navan’s website and all Navan recruiters will be reachable through an email address ending in “@navan.com” or “@navan.tech” or "@talent.navan.com".