Real Time Analyst - WFM

Company overview

WNS Global Services Inc. is an international business process management company serving more than 400 clients worldwide. Its work spans major industries such as banking and financial services, consulting and professional services, healthcare, insurance, manufacturing, retail and consumer packaged goods, shipping and logistics, telecommunications, travel, and utilities. The organisation operates through 60 delivery centers across 16 countries, including South Africa.

WNS South Africa has been operating since 2003 and is recognised as a leading business process outsourcing provider in the country, with an expanding presence across Africa. The business supports both simple and complex processes through eight delivery centers and a workforce of 4,000+ employees.

Why work here

The company highlights role clarity, coaching, mentoring, professional growth, and a structured career path as part of its employee experience. It also promotes a culture of high performance, engagement, celebration, and community involvement through the WNS Cares Foundation.

Role purpose

This role focuses on real-time and intraday workforce management so that the right number of agents are available at the right time to handle forecasted call volumes while meeting service level targets. The position works closely with the wider workforce management team to ensure all activities align with the overall WFM strategy.

Key responsibilities

• Update attendance and absence records accurately in workforce management systems.
• Track contact centre activity to maintain the correct staffing levels throughout the day.
• Prepare intraday reporting.
• Identify and escalate any schedule deviations.
• Lead real-time discussions with the relevant stakeholders.
• Perform root-cause analysis on forecast variances and suggest improvements to strengthen forecast accuracy and effectiveness.
• Make sure departmental reports are precise, relevant, and dependable.
• Adjust schedules on the day to protect service levels and share possible impacts plus recommended actions with stakeholders.
• Analyse trends affecting overall business unit performance.
• Run regular operational huddles to communicate key priorities.
• Track headcount movements such as attrition and new hires.
• Keep all headcount records aligned across databases and files, including eWFM, UIP, and headcount trackers.
• Manage real-time shrinkage and adherence.

Qualifications and experience

A Matric/Grade 12 certificate or an equivalent international qualification is required. Industry-related training in WFM processes, terminology, and tools is also expected. A BA/BS degree is preferred, ideally in economics, statistics, business, or a similar field.

Applicants should have at least 2 years of experience in a workforce management team and 2 years of experience in trend analysis. Experience with Aspect, spreadsheet tools with formulas or database software such as Excel and Access, and knowledge of automatic call distribution technology and forecasting/scheduling tools is required. Advanced Microsoft Office skills are also needed.

Additional requirements

Candidates must have their own vehicle and a valid driver’s licence. The role requires travel across multiple sites and the ability to work evening hours. Working hours are afternoon and night shifts from Monday to Sunday on a rotational basis. Applicants must have fibre internet or live in a fibre-enabled area.

Skills and competencies

The role calls for strong engagement, communication, problem solving, planning and organising, risk management, incident management, data analysis, stakeholder management, client communication, report writing, attention to detail, and solid working knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.

Employment details

This is a full-time onsite position in Cape Town, Western Cape, South Africa.

Other information

No vacancy count, pay details, or start date were specified in the source information.