Real Time Analyst

WNS; Cape Town; On-site; ZAR 240,000 - 380,000; Full time

Job summary

WNS, part of Capgemini, is seeking a detail-oriented data and operations analyst to monitor agent queues and generate performance reports. You will collect, analyze and report data, track ad-hoc client/vendor changes, and help ensure adherence to schedules with proactive rosters.

The role requires strong communication, familiarity with contact center KPIs (SLA/ASA), and the ability to produce timely weekly and monthly reports. Payroll exposure is a plus.

Qualifications

• Experience in real-time monitoring and reporting of contact-center metrics.
• Ability to generate accurate weekly and monthly reports.
• Understanding of SLA, ASA, and related KPIs.
• Strong communication, written and oral, with stakeholders.
• Exposure to payroll activities is a plus.
• Capable of handling tasks with limited supervision.

Responsibilities

• Monitor agent queues and generate performance reports to identify trends.
• Collect and analyze data at regular intervals for client and vendor reporting.
• Track adherence to schedules and prepare rosters in advance.
• Standardize data collection on call volume, shrinkage, and AHT for trending.
• Automate reports to remove inefficiencies and improve accuracy.

Skills

Real Time Monitoring

Break Management

Data analysis

Reporting

SLA knowledge

Communication skills

Interpersonal skills

Payroll awareness

Tools

MS-Office

Avaya CMS

Nortel

Genesys

Job description

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Monitoring of agent queues and generate performance reports to identify performance trends. Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side. Monitor agents\' adherence to schedule and prepare team roster in advance to ensure operational efficiency. Required to standardize mechanism for collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficiencies

Qualifications

• Real Time Monitoring, Break Management, quick thinker and quick solution provider.
• Should be well versed in generating data analysis and reporting
• Provide accurate and timely weekly, monthly reports
• Intraday and EOD reporting and Real time management
• Excellent communication skill in oral and written
• Hands-on on payroll activity will be considered as addition
• Ability to manage allocated tasks and perform them with little supervision
• will be responsible for analyzing data to ensure accuracy
• Should have understanding on core metrics i.e. SLA, ASA, answering level%, Abandoned%, etc.
• Good working knowledge of computer i.e., MS-Office
• Good Interpersonal skills with problem solving approach
• Exposure to at least one of the voices ACD tools like Avaya CMS, Nortel, Genesys etc. (Advantages)
• Demonstrated Customer Service Skills