Supervisor - Real Time Analyst

5 days ago

Angeles, Philippines Sutherland Full time

Overview

Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager – Workforce Analytics (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

Responsibilities
  • Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level, Abandonment %, Line Adherence, Handling Capacity, and SIR.
  • Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level. Extend support by making 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 by following up and ensuring callouts on non-adherence.
Qualifications
  • 2-3 years of work experience handling a team 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; 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.
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