Real Time Analyst (WFM) Lisboa

Overview

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
- functional teams and leadership to optimize productivity and performance across multiple contact centers.

Responsibilities

• Monitor
  - time volume across multiple contact center channels and skills.
• Utilize WFM software and historical data to manage
  - 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
  - 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
  - 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 e
  WFM, 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
  - solving skills.
• Proactive mindset to identify challenges, analyze business impact, and provide
  - driven solutions.
• Ability to build strong relationships across different levels of the organization.
• High level of integrity and confidentiality when handling sensitive employee information.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Project Management and Information Technology

Industries

• Software Development