Sr Assoc-Real Time Analyst
3 weeks ago
Overview 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, conservational 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. Responsibilities 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 performance to drive optimized service level and utilization delivery. Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs. Qualifications At least one year 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 application 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 limiting to GY shifts, weekends, holidays and overtime as necessary Additional Information All your information will be kept confidential according to EEO guidelines. EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION. tion will be kept confidential according to EEO guidelines. #J-18808-Ljbffr
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Sr Assoc-Real Time Analyst
5 days ago
Mabalacat, Central Luzon, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per yearCompany DescriptionSutherland 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 --...
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Real Time Analyst
2 weeks ago
Mabalacat, Philippines Asurion Full timeThe Workforce Management Analyst is responsible for monitoring real time call queues and staffing levels, taking appropriate actions to achieve desirable outcomes, and communicating effectively with a cross-functional team of business partners. Using workforce management and reporting tools, the analyst analyzes and evaluates workload and staffing patterns...
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Sr Associate
2 days ago
Mabalacat, Philippines Sutherland Full timeCompany DescriptionSutherland is seeking an organized and reliable person to join us asAdmin Specialist. We are a group of driven and supportive 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 DescriptionWe are seeking a highly organized and...
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Sr Associate
6 days ago
Mabalacat, Philippines Sutherland Global Full timeCompany Description: Sutherland is seeking an organized and reliable person to join us asAdmin Specialist. We are a group of driven and supportive 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: We are seeking a highly organized...
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Full Time Mid-Level Data Analyst
3 weeks ago
Mabalacat, Philippines Theoria Medical Full timeFull Time Mid-Level Data Analyst - Remote (PH) High Compensation Tied to Business Outcomes: You will be well-rewarded for meeting critical objectives and deadlines. Empowerment & Resources: We will provide the right tools and teams to help you succeed on your own terms. Flexibility & Accountability: You will have autonomy to structure your approach, but must...
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Mabalacat, Philippines Aprio Full timeWork with a nationally ranked CPA and advisory firm that is passionate for what's next. Aprio has 30 U.S. office locations, one in the Philippines and more than 2,100 team members that speak 60+ languages across the globe. By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are...
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Business Analyst
3 weeks ago
Mabalacat, Philippines Sinch Full timeSeniority Level Mid-Senior level Employment Type Full-time Job Function Analyst Overview The Business Analyst bridges the gap between business needs and system capabilities across Sinch's subscription billing and finance ecosystem. Key Responsibilities Collaborate with cross-functional stakeholders to gather, analyse, and document business and system...
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Accountant (with US Real Estate experience)
2 days ago
Mabalacat, Philippines Boomering Inc Full timeAccountant (with US Real Estate experience) Position Title: Accountant (with US Real Estate experience) Work Set-up: Work From Home Salary: Php 50,000 - Php 60,000 (depending on experience) Schedule: 8:00 PM – 5:00 AM PH Time We’re looking for a highly skilled Accountant with experience in property management systems. This role will handle core...
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Data Analyst
2 weeks ago
Mabalacat, Philippines Elder Research Full timeCareer Opportunities with Elder Research A great place to work. Careers At Elder Research Current job opportunities are posted here as they become available. Work Location: Remote (preference for candidates located in the National Capital Region - DMV) Clearance Required: TS or CBP BI or DHS Suitability (clearance adjudicated within the past 4 years)...
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Senior Accounting Analyst
6 days ago
Mabalacat, Philippines Asurion Full timeOverview The Senior Finance Analyst is responsible for the full set accounts as well as assisting in the preparations of statutory reporting for assigned entity/s, month end closing, and ad hoc tasks as assigned by the Finance Center of Excellence Manager. Responsibilities Perform daily accounting tasks of General Ledger, Revenue, Intercompany transactions,...
