Realtime Analyst

Wns Global Services; Durban; On-site; ZAR 120,000 - 180,000; Full time

Job summary

jobr.pro in Durban is looking for a skilled individual to monitor and analyze real-time data. The ideal candidate will need experience in WFM, particularly as an RTA, and be proficient in Excel and other WFM tools like Calabrio and Amazon Connect.

This role demands strong analytical skills and the ability to operate effectively under pressure while communicating with both operations and clients.

Qualifications

• Minimum of one year WFM experience as an RTA.
• Strong analytical skills are essential.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Monitor and analyze real-time data.
• Communicate daily with operations and clients.
• Identify and report blockers to meet service levels.

Skills

Strong analytical skills

Basic knowledge of Excel

Ability to work independently

Team collaboration skills

WFM Tools Competency

Education

Matric

Tools

Calabrio

Amazon Connect

Excel

Job description

Job Description

Primary role would include monitoring and analyzing real time data along with daily communications with both operations and client.

• This person will require strong analytical skills, basic knowledge of Excel, ability to work both independently and within a team.
• WFM Tools Competency i.e., Calabrio, Amazon Connect, Excel. Flagging non adherence.
• Analyzing and proactively calling out any blockers to meet service levels and abandon rate targets.
• Ability to work in a fast paced and pressurizing environment.

Qualifications

• Matric
• WFM Experience at least one year working as an RTA