Realtime Analyst

Wns (Holdings) Limited (Adr); Cape Town; On-site; ZAR 240 000 - 360 000; Full time

Job summary

A leading company in Business Process Management seeks a Real-Time Analyst to monitor line adherence and reporting. The ideal candidate will possess strong analytical skills, attention to detail, and the ability to work independently in a team environment. This role offers a structured career path and opportunities for professional development.

Qualifications

• At least one year of WFM experience working as an RTA.

Responsibilities

• Real-time monitoring for Line Adherence business model.
• Daily and intraday reporting.
• Raising alarms about non-adherence to schedules.

Skills

Analytical Skills

Attention to Detail

Communication

Teamwork

Education

Matric Certificate

Tools

Voice ACD Tools

Job description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to over 300 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 its establishment and has built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint across Africa.

We are a strategic partner for delivering a full range of processes from basic to complex, through our eight delivery centers across South Africa, employing over 10,000 people.

We promise our employees role clarity, coaching and mentoring, professional development, and a structured career path through our five people promises, keeping employee experience at the core.

Experience a culture of outperformance, engagement, and celebration, and contribute to society through our WNS Cares Foundation, where you can support meaningful initiatives and make a community impact.

Job Description

1. Primary role includes real-time monitoring for a Line Adherence business model along with daily and intraday reporting.
2. This role requires strong analytical skills, attention to detail, a positive professional attitude, and the ability to work in a team environment.
3. Exposure to at least one Voice ACD tool such as Avaya CMS, Nortel, or Genesys.
4. Raising alarms about non-adherence to schedules and prior alarms in case of risks to meet line adherence goals.
5. Ensuring tight management of FTE requirements and delivery.
6. Excellent oral and written communication skills.
7. Ability to manage assigned tasks independently.
8. Responsible for analyzing data to ensure accuracy.

Qualifications

• Matric certificate.
• At least one year of WFM experience working as an RTA.