Real Time Analyst

WNS Global Services; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

WNS Global Services, part of Capgemini, is an agentic AI-powered leader in intelligent operations, serving 700+ clients across industries. The team in Cape Town monitors agent queues, analyzes data for reporting and ensures adherence to schedules to boost operational efficiency.

The role focuses on collecting historical data, tracking metrics like SLA/ASA/AHT, and automating reporting processes to drive insights and performance improvements.

Qualifications

• Real Time Monitoring and Break Management.
• Data analysis and reporting experience.
• Proven ability to generate accurate weekly and monthly reports.
• Intraday and EOD reporting capabilities.
• Excellent oral and written communication skills.
• Payroll activity exposure is a plus.
• Ability to manage tasks with minimal supervision.
• Strong understanding of SLA, ASA, AHT, and related metrics.
• Proficient in MS Office.
• Good interpersonal and problem-solving skills.
• Exposure to ACD tools such as Avaya CMS, Nortel, or Genesys.

Responsibilities

• Monitor agent queues and generate performance reports to identify trends.
• Collect and analyze data at regular intervals for reporting.
• Track and update organization changes on client and vendor sides.
• Standardize data collection on call volume, shrinkage, AHT, service levels, etc.
• Automate reports to remove inefficiencies.

Skills

Real Time Monitoring

Break Management

Data analysis

Reporting

Intraday & EOD reporting

Communication skills

Payroll exposure

Task management

Data accuracy

MS-Office

Interpersonal skills

ACD tools (Avaya CMS, Nortel, Genesys)

Customer service

Tools

Avaya CMS

Nortel

Genesys

Job 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.

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

Job Location