Real - Time Analyst at EXL South Africa

Job 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 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.

Qualifications

• Higher Education Diploma with 1 - 2 years of relevant experience