Challa Sri Balaji

Results-driven Real Time Analyst (RTA) with 2+ years of experience in Workforce Management (WFM), queue monitoring, KPI management, and reporting operations. Skilled in Avaya CMS, NICE IEX, NICE CXone, and advanced Excel reporting. Experienced in handling intraday operations, skilling/deskilling activities, scheduling exceptions, and performance analysis to improve operational efficiency and customer experience.

Real Time Analyst (WFM) at EXNER TECHNOLOGIES PVT. LTD (2024-02 – Present)

• Monitoring queues and managing key performance indicators (KPIs).
• Handling agent breaks, system issues, and downtime management during outages.
• Performing skilling and deskilling activities based on operational requirements.
• Publishing intraday, AHT, and ACW reports every 30 minutes.
• Preparing weekly performance presentations for clients.
• Managing employee exceptions such as PTO, VTO, coaching, training, meetings, and half-day requests.
• Supporting operations teams to achieve SLA and productivity targets.
• Preparing monthly production and incentive reports for employees, SMEs, and Team Leads.
• Providing training and support for new hires.

Bachelor of Commerce (B.Com) in Computer Applications – KAKATIYA DEGREE COLLEGE (2020-01 – 2023-12)

CEC (Intermediate) – DKM JUNIOR COLLEGE (2018-01 – 2020-12)