Sr. Associate

4 weeks 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.

#J-18808-Ljbffr

  • Sr. Associate

    2 days ago

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

    Company DescriptionAbout SutherlandArtificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise.We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.We've created...

  • Sr. Associate

    4 weeks ago

    Davao City, Philippines Sutherland Full time

    Company DescriptionAbout SutherlandArtificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.We’ve...

  • Associate Partnerships Manager

    2 weeks ago

    Tarlac City, Philippines CreditBPO Tech, Inc. Full time

    Job Description – AssociatePartnershipsManager (P‑1) (CreditBPO Tech Inc. | Updated 20Jun2025) Role Overview The AssociatePartnershipsManager (P‑1) builds and activates channel partnerships that generate Sales‑Qualified Leads (SQLs) for CreditBPO’s Vendor‑Risk & SME Rating SaaS. Reporting to the CEO and collaborating closely with RevOps and...

  • * Production Associate, Retention

    1 week ago

    Sorsogon City, Philippines Buscojobs Full time

    Job Title: Production Associate, Retention (Email/SMS) Employment Type: Full-time; Remote Schedule: US Time zone Industry: Fashion/Apparel About This Role The Production Associate of Retention ensures flawless campaign execution with a primary focus on accuracy, timeliness, and QA. This is a production-heavy role where attention to detail is paramount....

  • Sr. Social Media Associate

    2 days ago

    Quezon City, National Capital Region, Philippines Wizer Industries Inc. Full time ₱900,000 - ₱1,200,000 per year

    About Us:Wizer Industries Inc. is a growing watch retail company based in Banawe, Quezon City. We're passionate about style, quality, and creating a strong brand both in-store and online. We're looking for a Sr. Social Media Associate to help us grow our presence across platforms like Instagram, TikTok, and Facebook.What You'll Do:Create and post daily...

  • Associate Logistics Specialist

    4 weeks ago

    Cebu City, Philippines Ecolab Full time

    A Sr Logistics Specialist controls materials (RM/FG) movement on stock, incoming and/or orders. The job ensures adequate inventories are maintained in accordance with sales and customers’ requirements for products from the plant through inventory control system and production planning and ensures that all requests for maintenance works are attended to. Our...

  • Underbar Associate

    2 weeks ago

    Quezon City, National Capital Region, Philippines ALBURO LAW OFFICES Full time ₱600,000 - ₱1,200,000 per year

    ALBURO LAW IS HIRINGJoin our growing FirmWE ARE LOOKING FOR AN UNDERBAR ASSOCIATE QUALIFICATIONS:• Must have taken the recent Bar Examination• Excellent oral and written communication skills• Able to organize, analyze, cross-check, and validate information for accuracy and compliance• Knowledgeable in substantive legal concepts, legal research, and...

  • Sales Associate, The Outlets, Lipa

    2 weeks ago

    Lipa City, Calabarzon, Philippines One Outsource Retail Services Full time ₱150,000 - ₱250,000 per year

    Be a part of an iconic denim brandWe are hiring for multiple professional roles Store Manager Sr. Sales Associates Sales AssociateOnline Application Link: https://oodc-(Levis)/link/Available Sites:» The Outlets, LipaQualification:» At least high school or SHS graduate» With relevant experience is preferred, but not required» Good communication skills...

  • Sr. Accounting Specialist

    7 days ago

    Mandaluyong City, National Capital Region, Philippines Enabled Full time ₱180,000 - ₱240,000 per year

    Mandaluyong CityFinance and AccountingFull timeJOB SUMMARY: The Sr. Accounting Specialist (Bookkeeping) will take responsibility in assuring that the financial statements are prepared accurately and timely in accordance with PFRS/IFRS. As someone in a senior role, the employee must also act to assist the Accounting Officer in leading the accounting...

  • Sr. Data Analyst

    4 weeks ago

    Quezon City, Philippines Advanced Energy Full time

    Join to apply for the Sr. Data Analyst role at Advanced Energy 6 days ago Be among the first 25 applicants Join to apply for the Sr. Data Analyst role at Advanced Energy Get AI-powered advice on this job and more exclusive features. Position Title: Sr. Data AnalystAbout Advanced EnergyAdvanced Energy Industries, Inc. (NASDAQ: AEIS), enables design...