Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations.
We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
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The Real-Time Analyst (RTA) is a key member of our WFM team, responsible for monitoring and managing real-time staffing to ensure we meet our service level targets. The ideal candidate will have a strong understanding of real-time workforce management, excellent analytical skills, and the ability to make on-the-spot decisions to enhance operational efficiency.
Key Responsibilities:
Real-Time Monitoring: Continuously monitor real-time performance against established service level targets and key performance indicators (KPIs).
Identify and react to deviations from schedules, including absenteeism, adherence, and unexpected volume fluctuations.
Schedule Adherence: Track and report on agent schedule adherence, ensuring that employees adhere to their assigned work schedules. Notify supervisors and team leads of any adherence issues and work with them to implement corrective actions.
Intraday Adjustments: Propose and implement real-time adjustments to staffing, such as breaks, lunches, and shifts, to align with changing call volumes.
Assist in reassigning agents or reallocating resources to address emerging needs.
Communication: Maintain effective communication with team leads, supervisors, and the WFM team to ensure everyone is informed of real-time performance and adjustments.
Proactively inform the management team of any challenges or opportunities for improvement.
Reporting: Generate and distribute real-time reports on service level performance, adherence, and other relevant metrics.
Analyze data to identify trends and areas for improvement.
Tools and Technology: Familiarize yourself with WFM software and tools to make real-time adjustments efficiently.
Work with IT to ensure that software and tools are up-to-date and aligned with business needs.
Proficiency in Excel reporting
Qualifications
Qualifications:
Matric
Bachelor's degree in a relevant field (e.g., Business, Operations Management, or similar) is preferred.
Prior experience as a Real-Time Analyst in a contact center or customer service environment is a strong asset.
Proficiency in using WFM software and real-time monitoring tools.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to handle high-pressure situations and make quick, informed decisions.
Detail-oriented with a commitment to data accuracy.
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