We are inviting applications from internal candidates for the position of Real Time Analyst (RTA). This role is critical in ensuring smooth day-to-day operations by monitoring real-time performance, managing staffing efficiently, and driving service level adherence.
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
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)
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.
