Executives

EXL Talent Acquisition Team; Gurugram District; On-site; INR 400,000 - 700,000; Full time

Job summary

EXL Talent Acquisition Team in India is seeking a Real Time Analyst to monitor live operations and provide actionable insights for optimal operation management. The role involves real-time monitoring of call queues, agent status, and performance, plus adjusting staffing and communicating critical updates to stakeholders. The ideal candidate is a graduate in any stream (B.

Com. preferred) and will analyze metrics, publish intraday reports, and support leadership with data-driven decisions to

Qualifications

• Graduate in any stream (B. Com. Grad. preferred).

Responsibilities

• Monitor live operations, call queues, and agent status in real time.
• Track, document, and communicate agent activity across multiple lines of business.
• Identify deviations from forecast and take immediate action.
• Adjust schedules, breaks, and lunches to maintain service levels.
• Provide proactive insights on trends affecting operations.
• Coordinate with teams to resolve issues quickly and mitigate risks.

Education

Graduate in any stream (B. Com. Grad. preferred)

Job description

A Real Time Analyst monitors live operations and provide insights for Optimal Operation Management.

Responsibilities

• 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

Qualifications

Graduate in any stream (B. Com. Grad. preferred)