WFM Real Time Analyst Job in Bengaluru at Navan

Navan is hiring for the role of WFM Real Time Analyst!

Responsibilities of the Candidate:

• 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.
• Evaluate and improve real-time workforce management processes to ensure optimal efficiency and effectiveness.

Requirements:

• 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.
• Should be comfortable working one weekend day and an early morning shift.