Lead- Real Time Analyst

4 weeks ago

Tarlac City, Philippines Sutherland Full time
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

  • Real Time Analyst

    5 days ago

    Tarlac City, Central Luzon, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

    Sutherland is seeking an attentive and goal-oriented person to join us as aReal Time Analyst.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 youResponsibilities:Support monitoring of service level performance at...

  • Real Time Analyst

    7 days ago

    Tarlac City, Philippines Sutherland Full time

    Company 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! Job Description External Sutherland is seeking an...

  • Real Time Analyst

    3 days ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    REAL-TIME ANALYST Work On-site in Cebu City Shifting Schedule Job Responsibilities: 1. Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives. 2. Perform continual analysis of current performance and...

  • Real Time Analyst

    5 days ago

    Cebu City, Central Visayas, Philippines PMConsulting Full time $40,000 - $60,000 per year

    We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our Workforce Management (WFM) team supporting a retail account. The RTA will be responsible for monitoring call volumes, agent productivity, and adherence to schedules in real time. This role ensures service level targets are consistently met while balancing operational...

  • Real Time Analyst

    2 weeks ago

    Cebu City, Philippines HR TechX Corp. Full time

    Overview We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our Workforce Management (WFM) team supporting a retail account. The RTA will monitor call volumes, agent productivity, and adherence to schedules in real time to ensure service level targets are met while balancing operational efficiency and customer experience....

  • Real-Time Analyst

    5 days ago

    Makati City, National Capital Region, Philippines LSG Makati, PH Full time ₱900,000 - ₱1,200,000 per year

    The Real-Time Analyst (RTA) plays a critical role in ensuring smooth daily operations by monitoring queues, managing agent schedule adherence, and providing real-time insights to support optimal staffing and service levels. This role partners closely with Operations and Workforce Management to drive efficiency and meet client expectations in a fast-paced BPO...

  • Real Time Analyst

    1 week ago

    Makati City, National Capital Region, Philippines eTeam Full time ₱600,000 - ₱900,000 per year

    Job Title: Real-Time Analyst Location: Taguig (On-site) Salary: ₱60,000/month Contract Duration: 6 months Employment Type: Full-time, On-siteAbout the RoleWe are seeking a Real-Time Analyst (RTA). In this role, you will play a critical part in ensuring SLAs are met by monitoring queues, optimizing staffing, and providing real-time operational support to...

  • Real-Time Analyst

    5 days ago

    Makati City, National Capital Region, Philippines Lean Solutions Group Full time ₱900,000 - ₱1,200,000 per year

    The Real-Time Analyst (RTA) plays a critical role in ensuring smooth daily operations by monitoring queues, managing agent schedule adherence, and providing real-time insights to support optimal staffing and service levels. This role partners closely with Operations and Workforce Management to drive efficiency and meet client expectations in a fast-paced BPO...

  • Real Time Analyst

    5 days ago

    Mandaluyong City, National Capital Region, Philippines REMITLY PHL OPERATIONS INC Full time ₱80,000 - ₱120,000 per year

    Job DescriptionTheReal-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business,ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.Primary Duties and Responsibilities:Real-time monitoring of all queues,...

  • Real Time Analyst

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Remitly Full time ₱900,000 - ₱1,200,000 per year

    Job DescriptionTheReal-Time Analyst (RTA)is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business,ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.Primary Duties And ResponsibilitiesReal-time monitoring of all queues,...