Real Time Analyst

WNS Global Services; Milnerton; On-site; ZAR 180,000 - 300,000; Full time

Job summary

WNS Global Services is seeking a Reporting & Monitoring Analyst to oversee real-time agent queue monitoring, data collection, and performance reporting. You will track trends, prepare weekly and monthly reports, and drive operational efficiency through accurate analysis.

The role requires strong data skills, excellent communication, and the ability to deliver intraday updates while maintaining SLA adherence. Experience with MS Office and ACD tools is a plus.

Qualifications

• Experience in data analysis and reporting.
• Strong communication skills, both written and oral.
• Payroll activity experience is a plus.
• Ability to work with minimal supervision.
• Knowledge of core call center metrics (SLA, ASA, service levels).
• Proficiency with MS Office and contact center tools.

Responsibilities

• Monitor real-time agent queues and adherence to schedule.
• Collect, analyze, and report data to identify trends.
• Prepare weekly/monthly reports and ad-hoc analyses.
• Create intraday updates and end-of-day summaries.
• Ensure data accuracy and timely distribution of reports.

Skills

Data analysis

Reporting

Payroll experience

Communication

Task management

Tools

MS Office

Avaya CMS

Genesys

Nortel

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