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

- 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 opportunities

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) EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers.

We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible.

Digital accelerators enable unmatched speed-to-value, letting you realize results rapid. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients.

Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.

📌 Executives (Gurugram)
🏢 EXL
📍 Gurugram