EXL logo
Senior Executive - Real Time Analyst
full-timeLondon

Summary

Location

London

Type

full-time

Explore Jobs

About this role

  • 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.

Other facts

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

About EXL

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.

Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.

We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.

At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.

For more information, visit www.exlservice.com.

Team size: 10,001+ employees
LinkedIn: Visit
Industry: Business Consulting and Services

What you'll do

  • 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.

Ready to join EXL?

Take the next step in your career journey

Frequently Asked Questions

What does a Senior Executive - Real Time Analyst do at EXL?

As a Senior Executive - Real Time Analyst at EXL, you will: 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..

Why join EXL as a Senior Executive - Real Time Analyst?

EXL is a leading Business Consulting and Services company.

Is the Senior Executive - Real Time Analyst position at EXL remote?

The Senior Executive - Real Time Analyst position at EXL is based in London, United Kingdom. Contact the company through Clera for specific work arrangement details.

How do I apply for the Senior Executive - Real Time Analyst position at EXL?

You can apply for the Senior Executive - Real Time Analyst position at EXL directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process. You can also learn more about EXL on their website.