Senior Executive - WFM

• Job Role Real Time Analyst-Real Time Analyst (RTA)
• Experience (In Years) 0-3

Job Description

The Realtime Analyst (RTA) is responsible for monitoring, analyzing, and managing live operational performance within the EXL to ensure Service Level Agreements (SLAs) and client expectations are consistently met. This role involves tracking queue health, managing agent adherence, optimizing intraday staffing, and communicating real-time performance updates to operations and leadership teams. Acting as the command center of the contact center floor, the RTA proactively identifies service risks, coordinates immediate actions to maintain efficiency, and supports business continuity through accurate reporting and data-driven decisions.

Responsibilities

Real-Time Monitoring

• Monitor call volumes, queues, and agent performance.
• Track metrics like Average Handle Time (AHT), service level, Average Speed of Answer (ASA), and ad...