Realtime Analyst

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

The Real-Time Analyst (RTA) is a key member of our WFM team, responsible for monitoring and managing real-time staffing to ensure we meet our service level targets. The ideal candidate will have a strong understanding of real-time workforce management, excellent analytical skills, and the ability to make on-the-spot decisions to enhance operational efficiency.

Key Responsibilities:

Real-Time Monitoring: Continuously monitor real-time performance against established service level targets and key performance indicators (KPIs).

Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations.

Schedule Adherence: Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules. Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions.

Intraday Adjustments: Propose and implement real-time adjustments to staffing, such as breaks, lunches, and shifts, to align with changing call volumes.

Assist in reassigning agents or reallocating resources to address emerging needs.

Communication: Maintain effective communication with team leads, supervisors, and the WFM team to ensure everyone is informed of real-time performance and adjustments.

Proactively inform the management team of any challenges or opportunities for improvement.

Reporting: Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics.

Analyze data to identify trends and areas for improvement.

Tools and Technology: Familiarize yourself with WFM software and tools to make real-time adjustments efficiently.

Work with IT to ensure that software and tools are up-to-date and aligned with business needs.

Proficiency in Excel reporting

 

Qualifications:

Matric

Bachelor's degree in a relevant field (e.g., Business, Operations Management, or similar) is preferred.

Prior experience as a Real-Time Analyst in a contact center or customer service environment is a strong asset.

Proficiency in using WFM software and real-time monitoring tools.

Strong analytical and problem-solving skills.

Excellent communication and interpersonal skills.

Ability to handle high-pressure situations and make quick, informed decisions.

Detail-oriented with a commitment to data accuracy.