WNS

Real Time Analyst

Cape Town, NA, South Africa · On-site · Full-time

You apply directly with the employer. ROLIVA does not submit applications from this page and is not the employer.

About the role

Description from the employer’s posting. Check the employer’s page for the current version.

Monitoring of agent queues and generate performance reports to identify performance trends.
Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side.
Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.
Required to standardize mechanism for collection of historical data on call volume, shrinkage, AHT, service levels, etc., for trending, as well as automate reports to remove inefficiencies

• Real Time Monitoring, Break Management, quick thinker and quick solution provider.

• Should be well versed in generating data analysis and reporting

• Provide accurate and timely weekly, monthly reports

• Intraday and EOD reporting and Real time management

• Excellent communication skill in oral and written• Hands-on on payroll activity will be considered as addition

Show full description

• Ability to manage allocated tasks and perform them with little supervision

• will be responsible for analyzing data to ensure accuracy

• Should have understanding on core metrics i.e. SLA, ASA, answering level%, Abandoned%, etc.

• Good working knowledge of computer i.e., MS-Office

• Good Interpersonal skills with problem solving approach

• Exposure to at least one of the voices ACD tools like Avaya CMS, Nortel, Genesys etc. (Advantages)

• Demonstrated Customer Service Skills

Check your resume against this job Free, no sign-up. Nothing you paste is stored.

Never pay to apply, interview or accept an offer. ROLIVA never asks you for payment to apply to a job.
Apply only through the official “Apply on the employer’s site” button, on the employer’s own site, and check that a recruiter’s email uses that employer’s own domain rather than a free email address.
Be cautious of an offer made with no real interview, or pressure to decide quickly or share financial details early.

Does something look wrong with this listing? Use “Report broken link” in the role details, or read ROLIVA’s full job-safety guidance ↗.

Check the fit.
Compare the requirements with the experience you have confirmed, including gaps.
Prepare honestly.
Build interview stories and application drafts from your own evidence.
Keep track.
Save the role and record your own application status and follow-ups.