Real Time Analyst- Clark
2 weeks ago
Company Description We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win. Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle. Job Description 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. 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 and strengthen relationships. Follow up and ensure callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery. Partner with Ops MOD and keep them informed through callouts on consultant level deviations and KPIs. Demonstrate leadership skills; be able to 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 application 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 limiting 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 pro-active 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: All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr
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Real Time Analyst- Clark
4 weeks ago
Angeles, Philippines Sutherland Full timeOverview We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it wholeheartedly. Sutherland is an equal opportunity employer. We promote a positive work...
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WFM Planning Analyst
3 weeks ago
Angeles, Philippines TASQ Staffing Solutions Full timeTASQ is looking for a WFM Planning Analyst to start work in Clark, Pampanga ASAP.The workforce analyst job description involves interpreting, analyzing, rating, and making recommendations to improve the workforce in order to reduce overhead and increase customer satisfaction and experience.It also entails gathering and reviewing a lot of information related...
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WFM Planning Analyst
3 weeks ago
Angeles, Philippines TASQ Staffing Solutions Full timeTASQ is looking for a WFM Planning Analyst to start work in Clark, Pampanga ASAP.The workforce analyst job description involves interpreting, analyzing, rating, and making recommendations to improve the workforce in order to reduce overhead and increase customer satisfaction and experience.It also entails gathering and reviewing a lot of information related...
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Real Estate Data and Application Analyst
4 days ago
Angeles, Philippines BMG Outsourcing, Inc. Full timeReal Estate Data and Application Analyst Join to apply for the Real Estate Data and Application Analyst role at BMG Outsourcing, Inc. BMG Outsourcing is a well-respected Australian‑owned outsourcing company with offices in Clark and Sydney, providing high‑quality services to clients and promising career growth to its employees. We are seeking a...
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BPO MIS
3 weeks ago
Angeles, Philippines TASQ Staffing Solutions Full time**About the Job: Process Specialist - MIS/RTA (Clark) | Onsite** **Benefits:** - HMO coverage for the employee and two dependents starting Day 1. - Quarterly performance bonuses. - Excellent opportunities for career growth. - 15% night shift differential. - 24 annual leave days. Requirements:** - Bachelor's degree in any field. - At least 3 years of...
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BPO MIS
3 weeks ago
Angeles, Philippines TASQ Staffing Solutions Full time**About the Job: Process Specialist - MIS/RTA (Clark) | Onsite** **Benefits:** - HMO coverage for the employee and two dependents starting Day 1. - Quarterly performance bonuses. - Excellent opportunities for career growth. - 15% night shift differential. - 24 annual leave days. Requirements:** - Bachelor's degree in any field. - At least 3 years of...
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Workforce Planning Analyst
3 weeks ago
Angeles, Philippines TASQ Staffing Solutions Full timeAbout the Job: WFM Planning Analyst (Clark) Work Arrangement: Hybrid (2-3x/week onsite until further notice) Responsibilities: The job description involves interpreting, analyzing, rating, and making recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience.It also entails gathering and reviewing...
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Real Time Analyst- Clark
1 week ago
Angeles City, Central Luzon, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per yearCompany DescriptionWe areOne Sutherland— a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work...
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Workforce Planning Analyst
3 weeks ago
Angeles, Philippines TASQ Staffing Solutions Full timeAbout the Job: WFM Planning Analyst (Clark) Work Arrangement: Hybrid (2-3x/week onsite until further notice) Responsibilities: The job description involves interpreting, analyzing, rating, and making recommendations to improve the workforce in order to reduce overheads and increase customer satisfaction and experience. It also entails gathering and reviewing...
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Quality Assurance Analyst I
1 week ago
Angeles, Philippines TASQ Staffing Solutions Full timeAbout the job: Quality Assurance Analyst I (Clark) | Onsite Work Setup: Onsite (Clark) Shift: Shifting Schedule Account: Quality Assurance Start Date: ASAP Non-Negotiable Requirements: Must have a Helpdesk-type background (hardware and software troubleshooting experience) Familiar with operating system troubleshooting. Microsoft product knowledge is required...
