A Real Time Analyst monitors live operations and provide insights for Optimal Operation Management.
1. Real-Time Monitoring & Operations
Monitor call queues, agent status, and operational performance in real time
Track, document, and communicate agent activity across multiple lines of business
Identify deviations from forecast (e.g., spikes in volume or staffing gaps) and take immediate action
2. Workforce Management & Staffing
Adjust schedules, breaks, and lunches based on actual conditions to maintain service levels
Recommend and deploy overtime or voluntary time off (VTO) to balance staffing
Reallocate resources and execute skill changes when needed
3. Performance Monitoring & Analysis
Analyze key metrics such as service level, occupancy, adherence, and average handle time
Compare actual performance vs. plan and identify risks or improvement opportunities
Provide proactive insights on trends that may impact operations
4. Reporting & Communication
Prepare and publish intraday and real-time performance reports with accuracy and timeliness
Deliver interval updates and communicate critical operational insights to stakeholders
Support leadership with data for decision-making
5. Issue Management & Escalation
Act as the first point of contact for operational issues, outages, or escalations
Provide immediate recommendations to mitigate risks such as understaffing or volume surges
Coordinate with operations, team leaders, and support groups to resolve issues quickly
6. Compliance & Adherence Management
Ensure agents follow schedules and raise alerts for non-adherence
Monitor productivity and flag outliers for corrective action
Ensure pre-planned activities are executed as scheduled
Graduate in any stream (B. Com. Grad. preferred)
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
