Real Time Analyst - WFM

Company Description

WNS Global Services Inc. (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. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

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.

Job Description

JOB PURPOSE

Responsible for real time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of calls at the desired service level. To work as part of a greater WFM team and ensure that all functions performed/services provided are in line with the overall WFM strategy.

 KEY RESPONSIBILITY AREAS

1.     Accurate Attendance/Absence updating on WFM systems

2.     Monitor contact centre to ensure optimal staffing levels.

3.     Intraday reporting

4.     Flagging all/any deviations to schedules

5.     Facilitate real time discussion with relevant stakeholders.

6.     Complete route cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

7.     Ensures that all reports originating from the department are accurate, relevant and reliable.

8.     On the day schedule optimization in order to meet desired service levels, and providing feedback to relevant stakeholders of potential impact to service levels, along with suggestions.

9.     Trend analysis on all measures which impact the overall performance of the business unit.

10.  Regular planned huddles with Operations highlighting key focus areas.

11.  Accurately tracking all/any movement of headcount. (attrition, new recruits)

12.  Ensuring that all headcount databases are accurate and aligned. (eWFM, UIP, Headcount files)

13.  Real Time shrinkage/adherence management

Qualifications

QUALIFICATIONS REQUIRED

Matric / Grade 12 or international equivalent

ndustry relevant training courses, including WFM processes, terminology and tools

Preferred

A relevant qualification in BA/BS degree required, preferred economics, statistics, business or equivalent education

EXPERIENCE REQUIRED

Min 2 year’s experience in a WFM team.

Min 2 year’s experience in trend analysis

Experience with Aspect.

Spread sheets with formula application and/or database software (Excel, Access)

Knowledge in Automatic Call Distribution Technology and experience with Forecasting/ Scheduling software.

Advanced MS Office

Additional Information

JOB-RELATED KNOWLEDGE, SKILLS & COMPETENCIES REQUIRE

 Engagement

Communication skills

Problem Solving

Planning & Organizing

Risk Management

Incident Management

 Data Analysis

Stakeholder Management

 Client Communication

Report writing

Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook)

Attention to detail

OTHER SPECIFIC REQUIREMENTS

Own vehicle with a valid driver’s licence

 Must be able to travel across multiple sites

Must be able to work evening hours

Note -

Afternoon and night shifts – Monday to Sunday (rotational shifts)

Candidates are required to have fibre or live in a fibre enabled area.