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Senior Executive - RTA

Senior Executive - RTA

EXL

0 years

0 Lacs

pune maharashtra india

Posted:4 days ago| Platform:

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Skills Required

monitoring service compliance schedule staffing slotting

Work Mode

On-site

Job Type

Full Time

Job Description

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.

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Business Process Management / Analytics

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Senior Executive - RTA