Real Time Operations Analyst
2 months ago
At WNS Global Services, we are seeking a highly skilled Real Time Analyst to join our Workforce Management (WFM) team. As a Real Time Analyst, you will play a critical role in ensuring the optimal allocation of resources to meet the demands of our contact center.
Key Responsibilities:
- Accurate attendance and absence management on WFM systems
- Monitoring contact center operations to ensure optimal staffing levels
- Providing real-time insights and recommendations to stakeholders
- Conducting root cause analysis to identify and address forecast variances
- Ensuring the accuracy and reliability of reports and data
- Collaborating with the WFM team to optimize schedules and resource allocation
- Trend analysis and performance monitoring
- Regular communication with operations teams to highlight key focus areas
Requirements:
- Matric / Grade 12 or international equivalent
- Industry-relevant training courses, including WFM processes, terminology, and tools
- Preferred: relevant qualification in BA/BS degree, economics, statistics, business, or equivalent education
- Minimum 2 years of experience in a WFM team
- Experience with Aspect and spreadsheet software (Excel, Access)
- Knowledge of Automatic Call Distribution Technology and forecasting/scheduling software
Additional Information:
- Engagement and communication skills
- Problem-solving and planning abilities
- Sound working knowledge of Microsoft packages (Word, Excel, PowerPoint, Outlook)
- Attention to detail and ability to work in a fast-paced environment
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