Real-Time Operations Analyst — Data & Scheduling

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 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.