Realtime Analyst

Responsibilities

• Monitor real-time queues across voice, chat, email, and back-office workstreams to ensure service level agreements are met.
• Track key performance metrics including Service Level (SL), ASA, queue depth, AHT, and abandonment rates.
• Manage intraday performance by comparing actual results against forecasts and executing corrective actions like skill reassignments or task redistribution.
• Monitor real-time schedule adherence and shrinkage at both agent and team levels.
• Execute real-time decisions such as recommending overtime (OT) or voluntary time off (VTO) to manage volume spikes or staffing shortages.
• Coordinate closely with Operations and Planning teams to communicate performance risks and action plans.
• Publish intraday reports and maintain RTA trackers using Excel and WFM tools.
• Utilize WFM systems such as Verint, Genesys, or Aspect to ensure data accuracy.

Requirements

• Graduate in any discipline.
• 2–4 years of experience in Workforce Management (WFM), specifically in RTA or intraday management.
• Mandatory experience working within a BPO or contact center environment.
• Ability to work US rotational night shifts.

Preferred Qualifications

• Exposure to multi-channel operations including both voice and digital channels.

About the Company

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation. We serve more than 700 clients across 10 industries, including Banking, Healthcare, Insurance, and Travel. With over 66,000 employees globally, WNS combines deep domain excellence with AI-powered platforms to help businesses innovate, scale, and build resilience.