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WFM Real Time Analyst



Indiranagar, Bengaluru, Karnataka, India
Posted on Monday, June 3, 2024

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