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Ekjot Batra

@ekjotbatra

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WFM Real-Time Analyst at Everise India BPO Services, tracking voice and chat service levels and resolving SLA misses.

India

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What I'm looking for

I'm seeking a challenging WFM/RTA role where I can apply my analytical and problem-solving skills in a collaborative environment.

At Everise India BPO Services, I monitored real-time queues across voice and chat for a US-based healthcare project. I reported interval performance and investigated SLA misses by reviewing staffing demand and supply, forecasts, and actual delivery.

Previously, at Concentrix Daksh Pvt. Ltd., I coordinated intraday operations for a US-based technology account supporting 170+ FTEs. I progressed from Technical Support Agent (Voice) to Escalation Manager and Intraday Coordinator (RTA), and received the Global-Level “Unsung Hero” Award.

Experience

Work history, roles, and key accomplishments

WFM - Real Time Analyst (RTA)

Everise India BPO Services

Oct 2024 - Jul 2026 (1 year 9 months)

Performed real-time monitoring of queues across voice and chat channels, tracking service levels and intraday performance. Created interval-wise reports and conducted root cause analysis for SLA misses.

Real time Monitoring Queue Management SLA Reporting AHT Root Cause Analysis Scheduling Ticket Management CMS Supervisor Avaya One X Verint Salesforce Excel

Intraday Coordinator / RTA - WFM

Concentrix Daksh Pvt. Ltd.

Nov 2019 - Oct 2024 (4 years 11 months)

Managed real-time operations for multiple lines of business supporting 170+ FTEs. Conducted real-time analysis across voice, chat, and back-end processes, and drove root cause analysis for SLA misses.