Lead-Real Time Analyst

5 days ago

Manila, Philippines Sutherland Global Full time

Company Description: About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market‑leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. SutherlandUnlocking digital performance. Delivering measurable results. Job Description: Key Responsibilities: Monitor real‑time call volumes, agent availability, and adherence to schedules. Analyze and respond to deviations in performance metrics, such as service levels, occupancy, and average handle time (AHT). Collaborate with team leaders and supervisors to address staffing gaps or overages in real time. Provide timely updates and recommendations to improve operational efficiency. Generate and distribute daily performance reports to stakeholders. Assist in scheduling adjustments, including breaks, meetings, and training sessions, to maintain workflow balance. Act as the first point of contact for escalations related to workforce management tools or processes. Qualifications: Qualifications: Proven experience in workforce management or a similar role (preferably in a contact center environment). Strong analytical skills with the ability to interpret data and make quick decisions. Proficiency in workforce management tools. Excellent communication and collaboration skills. Ability to multitask and remain calm under pressure. Intermediate to advanced knowledge of Microsoft Excel or Google Sheets. Additional Information: All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr

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