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

Responsibilities
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
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
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 prospects

Provide proactive insights on trends that may impact operations
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
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
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)

📌 Executives Gurugram
🏢 EXL
📍 Gurugram