Job Description

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Real Time Mangement, Scheduling, Reporting, NICE IEX.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

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.