Sr. Associate

1 week ago

Tarlac City, Philippines Sutherland Full time
Company Description

About Sutherland

Artificial Intelligence, Automation, Cloud engineering, and Advanced analytics are core to our expertise. We collaborate with iconic brands worldwide, providing market-leading technology and business process excellence.

We have created over 200 inventions across AI and other technologies, driving digital transformation, optimizing operations, reinventing experiences, and pioneering solutions through a seamless "as a service" model.

We provide tailored solutions that combine human expertise and artificial intelligence, unlocking new possibilities and transformative outcomes for our clients.

Job Description

Sr. Associates in this role will:

  1. Be the expert: Monitor queues in real-time to identify risks related to contractual KPIs such as Service Level, Abandonment %, Line Adherence, Handling Capacity, and SIR. Monitor service level performance against planned AHT, Aux, and Shrinkage, and address non-adherence at the consultant level.
  2. Extend support: Make real-time call outs regarding performance and staffing to floor supervisors for appropriate action. Prepare End of Day (EOD) performance analysis reports and coordinate offline activities.
  3. Strengthen relationships: Follow up to ensure callouts on non-adherence are addressed, improving productivity and service levels. Partner with Operations Manager on deviations and KPIs.
Qualifications

Our most successful candidates will have:

  • At least one year of experience in a call center environment
  • Basic knowledge of MS Excel
  • Understanding of call center KPIs such as AHT and Service Level
  • Good verbal and written communication skills
  • Knowledge of call center applications like CMS, Avaya Supervisor, eWFM, or IEX is a plus but not required
  • High School Diploma or GED (equivalent to 11 years of education)
  • Flexibility to work in a 24/7 environment, including GY shifts, weekends, holidays, and overtime as needed
Additional Information

All your information will be kept confidential according to EEO guidelines.

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