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.
Real-Time Monitoring
Workforce Management Support
Queue and Performance Management
System and Tool Management
Communication and Coordination
Reporting and Documentation
Analysis and Continuous Improvement
Higher Education Diploma with 1 - 2 years of relevant experience
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.
