Lead-Real Time Analyst
3 weeks ago
Company Description We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win. Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle. Job Description Leads in this role get to: Be the expert: Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level/ Abandonment % / Line Adherence / Handling Capacity/ SIR. Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level. Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants. Coordinate offline activities. Prepare EOD performance analysis reports. Follow up and ensure callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery. Partner with Ops MOD and keep them informed through callouts on consultant level deviations and KPIs. Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues. Qualifications Our most successful candidates will have: At least three years of work experience in a Call Center. Basic knowledge of MS-Excel. Basic understanding of call center KPIs: AHT, Service Level. Good verbal and written communication skills. Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required. High School Diploma/GED (±11 years). Flexibility to work in a 24/7 environment, including but not limited to GY shifts, weekends, holidays and overtime as necessary. Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues. Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player and a team leader. Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives. Additional Information All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr
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Lead - Real Time Analyst
2 weeks ago
Taguig, Philippines Sutherland Full timeSutherland Taguig, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Lead - Real Time Analyst role at Sutherland Sutherland Taguig, National Capital Region, Philippines Join to apply for the Lead - Real Time Analyst role at Sutherland Company DescriptionWe are Company DescriptionWe are One Sutherland — a...
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Real Time Analyst
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Taguig, Philippines Refinitiv Full time# **Our Privacy Statement & Cookie Policy**Real Time Analyst page is loaded## Real Time Analystremote type: Hybridlocations: PHL-Taguig-20 Upper McKinley Bldgtime type: Full timeposted on: Posted Todayjob requisition id: JREQ The Real Time Analyst is a member of the Customer Service & Support department and part of the WFM Center of Excellence which is...
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Real Time Analyst
2 weeks ago
Taguig, Philippines Thomson Reuters Full timeThe Real Time Analyst is a member of the Customer Service & Support department and part of the WFM Center of Excellence which is responsible for the contact centers across Thomson Reuters. The Real Time Analyst is primarily responsible for managing the daily workflow and usage of resources for the global contact center staff. This position will work closely...
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Real Time Analyst
2 weeks ago
Taguig, National Capital Region, Philippines Thomson Reuters Full time ₱1,200,000 - ₱2,400,000 per yearThe Real Time Analyst is a member of the Customer Service & Support department and part of the WFM Center of Excellence which is responsible for the contact centers across Thomson Reuters. The Real Time Analyst is primarily responsible for managing the daily workflow and usage of resources for the global contact center staff. This position will work...
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Real Time Analyst
2 weeks ago
Taguig, National Capital Region, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per yearSutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with youLeads in this role get to:Be the expert: Monitor queues in...
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WFM Real Time Analyst Lead
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Taguig, Philippines Vista Full timeVista Taguig, National Capital Region, Philippines Join to apply for the WFM Real Time Analyst Lead - Manila, Hybrid role at Vista Our Team The Workforce Management (WFM) team at VistaPrint is responsible for real-time management of the center’s service level performance for all contact channels. This includes ensuring that agents remain in adherence to...
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Taguig, Philippines ETeam PH Full timeJob Description: Ensure that client’s Customer Experience teams meet all of our SLAs in responding to our customers in a promptly manner. Job Duties - Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI) - Manage the daily/intraday performance reports and update status to Leadership - Manage...
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Real Time Analyst
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Taguig City, Philippines ETeam PH Full timeJob Description: Ensure that client’s Customer Experience teams meet all of our SLAs in responding to our customers in a promptly manner. Job Duties - Monitor real-time queue and to work closely with multiple vendor partners to meet Key Performance Indicators (KPI) - Manage the daily/intraday performance reports and update status to Leadership - Manage...
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Real Time Analyst-Senior
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Taguig, National Capital Region, Philippines Private Advertiser Full time ₱1,200,000 - ₱2,400,000 per yearOverview:Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.Updates and processes data for real-time performance analysis.Obtains quantifiable performance figures (i.e. call...
