Senior Executive – Real Time Analyst, RTA

EXL; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

EXL in Gurugram is looking for a Senior Executive - Real Time Analyst (RTA) to monitor real-time performance and manage staffing for smooth operations. This role requires a minimum of 3 years of WFM experience and at least 2 years as an RTA.

The ideal candidate will ensure service level adherence, perform staffing adjustments, and track performance metrics effectively. Join us to drive operational excellence and tackle real-time challenges.

Qualifications

• Minimum 3 years of overall WFM experience.
• At least 2 years of experience as a Real Time Analyst (RTA).

Responsibilities

• Monitor real-time queue performance, agent status, and service levels.
• Identify and act on volume fluctuations and staffing gaps.
• Perform intraday staffing adjustments including breaks and shifts.
• Reallocate resources based on business requirements.
• Track key performance metrics such as Service Level and AHT.
• Publish intraday reports and share updates with stakeholders.
• Act as first point of escalation for operational issues.
• Ensure adherence to schedules and highlight productivity gaps.

Skills

Real-Time Analysis

Staffing Management

Performance Monitoring

Education

Graduate in any discipline (B.Com preferred)

Job description

Senior Executive - Real Time Analyst (RTA)

Job Info

• Job Identification 14969
• Posting Date 06/30/2026, 10:14 AM
• Job Role Workforce Management-WFM
• Experience (In Years) 3-6

Job Description

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.

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

Qualifications

• 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)