EXL—Senior Executive - Real Time Analyst (RTA)

Job description

Description: We are looking for a proactive and detail-oriented Real Time Analyst (RTA) to support live operations within the Workforce Management (WFM) function. The role involves real-time monitoring of queues, managing staffing levels dynamically, and providing actionable insights to ensure optimal service delivery and operational efficiency. Function: Workforce Management (WFM) Location: Gurgaon Role Type: Full-Time Requirements: Minimum 3 years of overall WFM experience At least 2 year of experience as a Real Time Analyst (RTA) Graduate in any discipline (B.Com preferred) Responsibilities: Key Responsibilities Monitor real-time queue performance, agent status, and service levels across lines of business Identify and act on volume fluctuations, staffing gaps, and SLA risks in a timely manner Perform intraday staffing adjustments including breaks, shifts, overtime (OT), and VTO Reallocate resources and manage skill assignments based on business requirements Track and analyze key performance metrics such as Service Level, AHT, Occupancy, and Adherence Publish intraday reports and share real-time updates with stakeholders Act as first point of escalation for operational issues and recommend mitigation actions Ensure adherence to schedules and highlight any non-compliance or productivity gaps