Realtime Operations Analyst - WFM & Data Insights

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

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.