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Senior Executive - Real Time Analyst at EXL Talent Acquisition Team

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Real Time Analysis, Metrics Tracking, Staffing Adjustments, Schedule Management, Reporting, Trend Analysis, Forecasting, Process Improvement, Collaboration, Decision Making

Industry

Business Consulting and Services

Description

Continuously track key metrics like call volume, agent availability (ACD status), queue wait times, and schedule adherence. Adjust staffing, breaks, and agent assignments in real-time to handle unexpected spikes or dips in demand. Ensure proper coverage by managing agent schedules and coordinating with operations for shift changes or overtime. Generate reports (daily, bi-weekly) and analyze trends to forecast requirements and identify process improvements. Work closely with operations, team leaders, and other departments to make informed decisions and improve service delivery.

Responsibilities

Continuously track key metrics and adjust staffing and agent assignments in real-time to manage demand. Generate reports and analyze trends to forecast requirements and improve service delivery.