Real Time Analyst

6 days 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 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

Responsibilities
  • Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs such as Service Level, Abandonment %, Line Adherence, Handling Capacity, and SIR.
  • Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at the Consultant level.
  • Extend support by making real-time call outs on performance and staffing levels to floor supervisors for appropriate action on non-adhering Consultants; coordinate offline activities; prepare End of Day performance analysis reports.
  • Strengthen relationships by following up on non-adherence callouts to drive improvements in productivity and service level utilization.
  • Partner with Ops MOD and keep them informed through callouts on consultant-level deviations and KPIs.
  • Support the team by demonstrating leadership skills and taking the lead in making improvements and resolving issues.
Qualifications
  • At least three years 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, IEX is a plus but not required.
  • High School Diploma/GED (±11 years).
  • Flexibility to work in a 24/7 environment, including shifts, weekends, holidays, and overtime as necessary.
  • Demonstrated leadership skills; ability to take the lead in making improvements and resolving issues.
  • Ability to develop 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.
Additional Information

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

Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Telecommunications
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