Lead - Real Time Analyst (Palayan)

2 days ago

Palayan City, Central Luzon, Philippines Sutherland Global Full time
Company Description:

Sutherland 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 you

Job Description:

Responsibilities:

  • Support monitoring of service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
  • Ensures real-time call outs on performance and staffing level are made to floor supervisors for appropriate action on non-adhering Consultants 
  • Helps follow up and ensures call-outs on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery
  • Coordinates offline activities
  • Partners with Ops MOD and keeps them informed through call-outs on consultant level deviations and KPIs
  • Ensures EOD performance analysis reports are prepared accurately and submitted
Qualifications:

Our most successful candidates will have:

At least two years of work experience as a Real Time Analyst

Good knowledge of MS-Excel 

Good 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

Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary

People management skills and experience

#J-18808-Ljbffr

  • Lead - Real Time Analyst (Palayan)

    4 weeks ago

    Palayan City, Central Luzon, Philippines Sutherland Global Full time

    Company Description:Sutherland 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 you Job Description:Responsibilities:Support...

  • Lead - Real Time Analyst (Palayan)

    4 weeks ago

    Palayan City, Central Luzon, Philippines Sutherland Full time

    Company DescriptionSutherland 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 youJob DescriptionResponsibilities:Support...

  • Lead - Real Time Analyst

    2 days ago

    Tarlac City, Central Luzon, 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 youLeads...

  • Real Time Analyst

    3 days ago

    Palayan City, Central Luzon, Philippines Sutherland Global Full time

    Company Description:Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -...

  • Lead - Security Management

    2 weeks ago

    Palayan City, Central Luzon, Philippines Sutherland Full time

    Company DescriptionHuman experiences are as singular and unique as a fingerprint. They're also living things-dynamic and in-the-moment. Today's brands compete on experience every day.It's our job to help them win.At Sutherland, we create exceptionally engineered brand experiences that are a perfect match for the real people (and real moments) they're made...

  • Real-Time Analyst Leader

    9 hours ago

    Tarlac City, Central Luzon, Philippines beBeeAnalyst Full time ₱20,000 - ₱35,000

    Job OpportunityWe are seeking a detail-oriented and goal-driven professional to fill the role of Real Time Analyst Lead.This position requires someone with strong analytical skills and attention to detail to monitor queues in real-time and identify potential risks to meeting contractual Key Performance Indicators (KPIs).The successful candidate will have...

  • Lead - Real Time Analyst

    4 weeks ago

    Tarlac City, Central Luzon, Philippines Sutherland Global Full time

    Job Description: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 youLeads in this role get to:Be the expert: Monitor queues...

  • Real Time Analyst

    3 weeks ago

    Tarlac City, Central Luzon, Philippines Sutherland Global Full time

    Company Description: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 Job Description:Sutherland is seeking an attentive...

  • Lead- Real Time Analyst

    14 hours ago

    Angeles City, Central Luzon, Philippines Sutherland Full time

    OverviewSutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous,...

  • Real-Time Performance Optimization Specialist

    5 hours ago

    Angeles City, Central Luzon, Philippines beBeePerformance Full time ₱350,000 - ₱550,000

    Real-Time AnalystWe are seeking a skilled Real-Time Analyst to join our team. As a key member of our workforce management group, you will be responsible for monitoring service level performance and ensuring that our operations meet the highest standards.Responsibilities:Monitor and analyze real-time data to identify areas for improvementDevelop and implement...