Real Time Analyst - WFM

About the role

WNS Global Services is looking for a Real Time Analyst for its Workforce Management (WFM) team in Cape Town. The role manages real time and/or intraday staffing so that the right number of agents are in their seats to handle a forecasted call volume at the desired service level. It works within a larger WFM team and aligns with the overall WFM strategy.

Key responsibilities

• Update attendance and absence accurately in WFM systems
• Monitor the contact centre to keep staffing levels optimal
• Produce intraday reporting and flag deviations from schedules
• Facilitate real time discussions with stakeholders and run regular huddles with Operations
• Track headcount movements (attrition, new recruits) and keep headcount databases accurate (eWFM, UIP, headcount files)
• Manage real time shrinkage and adherence
• Optimize the day's schedule to meet service levels and give stakeholders feedback and suggestions
• Run route cause analysis on forecast variance and trend analysis on performance measures
• Ensure all department reports are accurate, relevant and reliable

Required profile

• Matric / Grade 12 or international equivalent
• Minimum 2 years' experience in a WFM team and minimum 2 years in trend analysis
• Preferred: a BA/BS degree in economics, statistics, business or equivalent
• Own vehicle with a valid driver's licence, able to travel across multiple sites and work evening hours (afternoon and night shifts, Monday to Sunday, rotational)
• Fibre internet or living in a fibre-enabled area

Required skills

• Industry-relevant training in WFM processes, terminology and tools
• Experience with Aspect and forecasting/scheduling software
• Advanced MS Office (Word, Excel, PowerPoint, Outlook)
• Spreadsheet formulas and/or database software (Excel, Access)
• Knowledge of Automatic Call Distribution technology