Assoc Mgr-Real Time Analyst

2 weeks ago

Tarlac City, Philippines Sutherland Global Full time

Company Description Sutherland is seeking an attentive and goal-oriented person to join us as a Lead WFM Management. 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 Internal Sutherland is seeking an attentive and goal-oriented person to join us as a Lead - RTA. We are a group of driven and hardworking 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 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 ensure callouts on non-adherence are corrected to improve productivity and service level utilization. Partner with Ops MOD and keep them informed through callouts on consultant-level deviations and KPIs. Support the Team: Demonstrate leadership skills; take the lead in making improvements and resolving issues. Qualifications 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, or 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 graveyard shifts, weekends, holidays and overtime as necessary. Demonstrated leadership skills; ability to take the lead in making improvements and resolving issues. Additional Qualifications 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

  • Assoc Mgr-Real Time Analyst

    2 weeks ago

    Tarlac City, Philippines Sutherland Full time

    Overview Sutherland is seeking an attentive and goal-oriented person to join us as a Lead - RTA. We are a group of driven and hardworking 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! Responsibilities Be the expert: Monitor queues in real-time to...

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