Real-Time Analytics & Workforce Performance 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

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.