Lead - Real Time Analyst

6 days ago

Tarlac City, Philippines Sutherland Full time

Join to apply for the Lead - Real Time Analyst role at Sutherland .

Sutherland is seeking an attentive and goal-oriented person to join us as a Lead - RTA. 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 you

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 the Consultant level.
  • Extend support: 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.
  • Strengthen relationships: Follow up and ensure callouts on non-adherence are corrected to make improvements in productivity and performance.

Qualifications

Our most successful candidates will have:

  • At least one year 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 applications 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 graveyard 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.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Telecommunications
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