Lead- Real Time Analyst

3 weeks ago

Angeles, Philippines Sutherland Full time
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, conversational 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.
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
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