Lead - Real Time Analyst

2 weeks ago

Mandaluyong, Philippines Sutherland Global Full time

Company Description: As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years. Job Description: Sutherland is seeking an attentive and goal-oriented person to join us as as Associate Manager - 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: 3 - 4 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 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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