Senior Executive - RTA

EXL; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading business consulting firm in Pune, India, is looking for a Real-Time Analyst. This position involves monitoring service levels and critical KPIs, managing schedule adherence, and executing tactical workforce actions to ensure SLA compliance. Ideal candidates should have experience in a contact center environment and be adept at real-time decision-making during high-demand periods. This role offers full-time employment and is suited for mid-senior level professionals.

Responsibilities

• Monitor service levels and contact center KPIs continuously.
• Manage schedule adherence and shrinkage in real time.
• Execute workforce actions during demand fluctuations.

Job description

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The Real-Time Analyst (RTA) is responsible for continuous real-time monitoring of service levels and critical contact center KPIs such as ASA, abandonment, queues, and agent states to ensure SLA compliance. The role involves managing schedule adherence and shrinkage, addressing agent deviations in real time, and escalating staffing risks or absenteeism as needed. The RTA also executes tactical workforce actions—including re-slotting non-call activities, managing OT/VTO, reallocating multi-skilled agents, and coordinating with IT during system issues—to stabilize performance during demand fluctuations.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Business Development and Sales

Industries

• Business Consulting and Services