Real-Time Analyst, Workforce Management

Navan is hiring a Real-Time Analyst (RTA) to support Workforce Management (WFM) for its 24/7/365 Travel Experience team in Delhi, IN. This role requires collaboration with cross-functional teams and leadership to optimize productivity and performance across multiple contact centers. The RTA will manage real-time support volumes, make short-term scheduling adjustments, and ensure data accuracy. This position requires a proactive, analytical, and detail-oriented professional focused on delivering exceptional customer experiences.

Key responsibilities include monitoring real-time volume across multiple contact center channels, utilizing WFM software for staffing adjustments, identifying trends, translating data into insights, evaluating availability for initiatives, processing time-off requests, communicating with teams, and maintaining WFM profiles. The ideal candidate will have 1+ year of WFM experience, experience in a multi-channel contact center, proficiency in Google Sheets and Microsoft Excel, and the ability to work a flexible schedule.