Lead - Real Time Analyst

4 weeks ago

Camarines Sur 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 - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design‑thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud‑based platforms. We believe that the best relationships come from trust and value. We call it One Sutherland. 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 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 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 ensures callouts on non‑adherence are corrected to make improvements in productivity and perform 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 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 #J-18808-Ljbffr

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