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Fintech • Information Technology • Payments • Productivity • Software • Travel • Automation
Manage a team of Travel Consultants, overseeing operations, performance, and customer relationships. Cultivate team development and implement process improvements.
Top Skills:
Amadeus)Contact Center Applications (CalabrioCrm Applications (SalesforceGds Platforms (SabreTwilio)Workday)
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)
What you need to know about the Kolkata Tech Scene
When considering the industries shaping India's tech scene, gaming might not immediately come to mind. However, in the last decade, increased internet usage and greater access to mobile devices have catapulted the industry to new heights, with Kolkata-based companies like Virtualinfocom, Red Apple Technologies and Digitoonz, at the forefront, driving the design and animation of new gaming titles for players.
