Realtime Analyst

WNS Global Services; Durban; On-site; ZAR 167,000 - 246,000; Full time

Job summary

WNS Global Services is seeking a data-focused analyst to monitor real-time data and coordinate daily communications with operations and clients. The role requires strong analytical skills and proficiency in Excel, with experience in WFM tools such as Calabrio and Amazon Connect.

Ideal candidates will work well independently and in teams, thrive under pressure, and contribute to meeting service levels and abandon rate targets in a dynamic environment.

Qualifications

• Matric or equivalent
• WFM experience preferred
• One year experience as an RTA

Responsibilities

• Monitor and analyze real-time data and communicate with operations and clients daily
• Flag non-adherence and proactively address blockers to meet service levels and abandon rate targets
• Work in a fast-paced, pressurizing environment

Skills

Strong analytical skills

Excel knowledge

Independent and team player

WFM experience

Under pressure performance

Education

Matric

Tools

Calabrio

Amazon Connect

Excel

Job description

Company 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

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
• One year working as an RTA