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The Workforce Management Real Time Analyst will monitor contact center activities, manage staffing levels, and ensure optimal service levels while communicating with agents and improving processes.
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 Genesys 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 Genesys 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 early morning shift (03:30. 12:00 pm IST)
Top Skills
Genesys
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