Real Time Analyst

About the role

WNS, part of Capgemini, is looking for a Real Time Analyst in Cape Town. The role monitors agent queues and generates performance reports, tracks client and vendor changes, and keeps teams running efficiently through real-time data and reporting.

Key responsibilities

• Monitor agent queues and generate performance reports to identify performance trends.
• Collect and analyze data at regular intervals for reporting, and track and update organization changes on both client and vendor sides.
• Monitor agents' adherence to schedule and prepare team rosters in advance to ensure operational efficiency.
• Standardize the collection of historical data on call volume, shrinkage, AHT and service levels, and automate reports to remove inefficiencies.
• Produce accurate and timely weekly and monthly reports, as well as intraday and end-of-day reports.

Required profile

• Quick thinker and quick solution provider, able to manage allocated tasks with little supervision.
• Understanding of core metrics such as SLA, ASA, answering level, abandoned calls and service levels.
• Good interpersonal and communication skills, oral and written.
• Hands-on experience with payroll activity is an advantage.

Required skills

• Well versed in data analysis and reporting; good working knowledge of MS Office.
• Exposure to voice ACD tools such as Avaya CMS, Nortel or Genesys is an advantage.
• Demonstrated customer service skills are an advantage.