Real Time Analyst

1 week ago

Tarlac City, Philippines Sutherland Full time

Company 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 Job Description External Sutherland is seeking an attentive and goal-oriented person to join us as a Lead - RTA. Leads in this role will: Be the expert: Monitor queues in real-time to identify and call out 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 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 and prepare EOD performance analysis reports. Strengthen relationships: Follow up and ensure callouts on non-adherence are corrected to improve productivity and drive optimized service level and utilization. Partner with Ops MOD and keep them informed through callouts on deviations and KPIs at the consultant level. Support the Team: Demonstrate leadership skills; take the lead in making improvements and resolving issues. Qualifications Our most successful candidates will have: 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, eWFM, IEX is a plus but not required High School Diploma/GED (±11 years) Flexibility to work in a 24/7 environment, including GY shifts, weekends, holidays, and overtime as necessary Demonstrated leadership skills; ability to lead improvements and resolve issues Pro-active approach to developing trust and rapport with team members; ability to work as a team player and leader Efficient time management skills to handle multiple schedules and initiatives Additional Information All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr

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