Real Time Analyst at WNS Global Services

Job Description
 The main purpose of this position is to manage and monitor service levels and associate performance on the campaign. Work with the operation and business to ensure processed are followed and accurate staff information is held -

•  Ensure team deliver effective scheduling and understand impacts on the wider business
•  Work with operations to ensure processes & activities are managed in line with the client’s processes, whilst taking into account what we need to deliver contractually.
•  Ensure regular review of key people metrics; utilization & shrinkages, commitment, AHT
•  Ensure tight management of FTE requirements and inter-departmental moves in line with budgeted ratios and business requirements
•  Ensure data held is compliant with DPA policies and sharing of any staff data is closely monitored and controlled.
•  Develop and support team to ensure clarity of role and strong skills required to complete tasks
•  Correct booking of segments (billable purposes)
•  Processing terminations on E-exit
•  Work well under pressure and customer service orientated
•  Strong communication ,interpersonal and conflict handling skills
•  Excellent written, verbal communication and presentation skills
•  Good planning, organizing and time management skills
•  Strong analytical ability and statistical mathematical ability
•  High attention to detail and accuracy

 The ability to:

•  Interpret information and identify anomalies or patterns
•  take ownership and deliver results
•  Energetic
•  Proactive
•  Effective emotional Intelligence
•  Strong customer service orientation

Qualifications

• Matric or equivalent essential
• Minimum 2 years call center experience essential
• Efficient in MS Office packages, specifically Excel
• Knowledge of workforce management tools
• Knowledge of call center metrics
• Knowledge of E - WFM tool