Lead- Real Time Analyst

2 weeks ago

Morong, Philippines Sutherland Full time

Overview Sutherland Clark Freeport and Special Economic Zone, Central Luzon, Philippines 1 month ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence. We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model. For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships. Sutherland Unlocking digital performance. Delivering measurable results. Job Description Lead RTA 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 level to floor supervisors for appropriate action on non-adhering consultants. Coordinate offline activities. Prepare EOD performance analysis reports. Strengthen relationships: Follow up and ensures 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 keeps them informed through callouts on consultant level deviations and KPIs. Qualifications Our most successful candidates will have: At least one year 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 limited to GY shifts, weekends, holidays and overtime as necessary Additional Information All your information will be kept confidential according to EEO guidelines. Job Details Senioriy level: Associate Employment type: Full-time Job function: Analyst Industries: Telecommunications Referrals increase your chances of interviewing at Sutherland by 2x Get notified about new Workforce Management Analyst jobs in Clark Freeport and Special Economic Zone, Central Luzon, Philippines . Related Roles Workforce Scheduling Manager – U.S. Healthcare Account Workforce Management Analyst (Forecasting & Planning) Workforce Management Analyst (Onsite - Night Shift) MIS - Data Reports and Real Time Analyst - Clark Pampanga We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

  • Associate Manager

    4 days ago

    Morong, Philippines Sutherland Full time

    Sutherland Clark Freeport and Special Economic Zone, Central Luzon, Philippines About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. Company Description We work with iconic brands worldwide. We bring them a unique value...

  • Associate Manager

    2 days ago

    Morong, Philippines Sutherland Full time

    Sutherland Clark Freeport and Special Economic Zone, Central Luzon, Philippines About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. Company Description We work with iconic brands worldwide. We bring them a unique value...

  • Quality Analyst

    2 weeks ago

    Morong, Philippines Sutherland Full time

    Overview Sutherland Clark Freeport and Special Economic Zone, Central Luzon, Philippines 5 days ago Be among the first 25 applicants About Sutherland Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise. Company Description We work with iconic...

  • SOC Analyst

    5 days ago

    Morong, Philippines Thrive Full time

    SOC Analyst Thrive Clark Freeport and Special Economic Zone, Central Luzon, Philippines About Us Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent and customer‑centric approach help us stand...

  • Aprio PH

    1 week ago

    Morong, Philippines Aprio Full time

    Overview Aprio Clark Freeport and Special Economic Zone, Central Luzon, Philippines. Join Aprio as an Audit Associate, Real Estate with Aprio PH. Join to apply for the Aprio PH - Audit Associate, Real Estate role at Aprio. Responsibilities Skillfully and accurately performing audits Preparing audit work papers and adjusting trial balances Compiling financial...

  • Compliance Analyst

    4 weeks ago

    Morong, Philippines Bolder Group Full time

    Bolder Group Clark Freeport and Special Economic Zone, Central Luzon, Philippines Overview Join to apply for the Compliance Analyst role at Bolder Group . At Bolder, we support ideas, ambitions, growth and acceleration, because we truly believe the potential of globalization for businesses and professionals is unlimited. We recognize that the financial...

  • Business Insights Analyst

    4 days ago

    Morong, Philippines TaskUs Full time

    TaskUs Clark Freeport and Special Economic Zone, Central Luzon, Philippines Business Insights Analyst TaskUs Clark Freeport and Special Economic Zone, Central Luzon, Philippines TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow...

  • Quality Assurance Analyst

    1 week ago

    Morong, Philippines Solugenix Full time

    Overview Quality Assurance Analyst – The Quality Assurance Analyst is responsible for monitoring and evaluating customer interactions, ensuring compliance with the company standards, policies, and procedures, identifying areas for improvement, and providing actionable feedback to improve overall performance and customer satisfaction. Essential Duties and...

  • Patching Analyst

    2 weeks ago

    Morong, Philippines InfoHedge Technologies LLC Full time

    Position Overview We are looking for an individual who can demonstrate technical proficiency, has strong verbal and written communication skills, and has the desire to learn and be involved in maintaining the security of our clients through the patching process. Thrive’s Platform Team is responsible for supporting internal staff and clients in utilizing...

  • Aprio PH

    2 weeks ago

    Morong, Philippines Aprio Full time

    Aprio Clark Freeport and Special Economic Zone, Central Luzon, Philippines Aprio PH - Senior Audit Associate, Real Estate Work with a nationally ranked CPA and advisory firm that is passionate for what's next. Aprio has 30 U.S. office locations, one in the Philippines and more than 2,100 team members that speak 60+ languages across the globe. By bringing...