Real Time Analyst (WFM) Lisboa

Real Time Analyst (WFM)
Lisboa
Lisboa, Lisboa, Portugal

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Real Time Analyst (WFM)

Location: Lisbon, PT

Department: Global Operations and Service (GOS)

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.

You will be responsible for managing
- time support volumes, making
- term scheduling adjustments, and ensuring data accuracy within our systems. This role requires a proactive, analytical, and
- oriented professional who can effectively balance business needs with delivering an exceptional customer experience.

What You’ll Do

• 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.
• Hands-on experience with workforce systems such as Aspect e
  WFM, Avaya CMS, IEX, Genesys, Teleopti, Calabrio, and/or Verint/Blue Pumpkin. (Genesys required for most cases)
• 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.

Navan is the
-
- one super app that makes travel and expense easy so you can focus on being there, not getting there.

At Navan, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation. All voices are valued here and you’ll have the resources, tools, and training you’ll need to do the best work of your life.

Navan provides a comprehensive benefits package tailored to support your
- being and financial security. Our offerings include generous medical plans, dental, and vision benefits with premiums covered by Navan, as well as various insurance options designed to cover each family's needs. We also prioritize your holistic wellness with perks like paid parental and bereavement leave, subsidized commuter benefits, mental health support, connectivity stipends, and even pet insurance.

Workplace Policy

Navan believes in the value of
- person connections, whether that is sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. We operate on a hybrid working model, which we define as three days a week
- office. Please expect this policy for all roles that are tied to an office.

Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.

Accommodations

Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.