Real - time Analyst-Real Time Analyst-Real Time Analyst (RTA)
EXLPhilippines
Posted December 3, 2025
Full Time
About the Company
EXL is a digital transformation partner specializing in operations management, decision analytics, and technology platforms. They offer tailored solutions to help businesses leverage data for better decisions, drive efficiency, and maintain a competitive edge. EXL's collaborative approach, deep industry expertise, and focus on outcomes make them distinctive in their field.
Job Description
The Realtime Analyst (RTA) is responsible for monitoring, analyzing, and managing live operational performance within the BPO to ensure Service Level Agreements (SLAs) and client expectations are consistently met.
Requirements
- Monitoring, analyzing, and managing live operational performance
- Tracking queue health, managing agent adherence, optimizing intraday staffing
- Communicating real-time performance updates to operations and leadership teams
- Proactively identifying service risks, coordinating immediate actions to maintain efficiency
- Supporting business continuity through accurate reporting and data-driven decisions