Real Time Operations Analyst

2 months ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Title: Real Time Analyst

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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