Associate Manager

1 week ago

Tarlac City, Philippines Sutherland Full time

Company Description Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager – Workforce Analytics (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 Job Description Associate Managers 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 levels 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. Qualifications Our most successful candidates will have: At least two years of work experience as an RTA. Good knowledge of MS-Excel. Good 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. People management skills and experience. Demonstrated leadership skills, 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. Additional Information Minimum Eligibility Requirements for Current Sutherland Employees for India Geo: Senior Associate/ Engineer/ Junior Software Engineer/ Junior Analyst / Lead / Senior Engineer/ Software Engineer/ Analyst with a minimum of 12 months of tenure in the current level at the time of application can apply. Senior Associate/ Engineer/ Junior Software Engineer/ Junior Analyst with an annual performance rating - “Exceeds Most” (Overall rating from 3.5 to 4.49) or above in the last performance cycle can apply. Lead/ Senior Engineer/ Software Engineer/ Analyst with an annual performance rating - “Meet All” (Overall rating from 2.5 to 3.49) or above in the last performance cycle can apply. This position is open to employees across any process/function. Selected employees need to be released within 30 days from the date of announcement or agreed date as confirmed by the hiring program, whichever falls later. #J-18808-Ljbffr

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