Lead- Real Time Analyst

3 days 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

  • Fraud Analyst

    3 weeks ago

    Morong, Philippines IntouchCX Full time

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Team Lead

    3 weeks ago

    Morong, Philippines IntouchCX Full time

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Business Systems Analyst

    2 weeks ago

    Morong, Philippines Ventra Health Full time

    OverviewVentra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions...

  • Team Lead

    3 days ago

    Morong, Philippines IntouchCX Full time

    About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Incident Response Analyst

    3 weeks ago

    Morong, Philippines Storagepipe, a THRIVE Company Full time

    About ThriveThrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon "next generation" services help us stand out amongst our peers. Thrive is on the look-out for individuals who don't...

  • Incident Response Analyst

    2 weeks ago

    Morong, Philippines Thrive Full time

    About UsThrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon "next generation" services help us stand out amongst our peers. Thrive is on the look-out for individuals who don't view...

  • Incident Response Analyst

    3 days ago

    Morong, Philippines Thrive Full time

    About Us Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who...

  • Aprio PH – Senior Accounting Associate, Real Estate Accounting

    3 days ago

    Morong, Philippines Aprio Full time

    Aprio Clark Freeport and Special Economic Zone, Central Luzon, Philippines Join or sign in to find your next job Join to apply for the Aprio PH – Senior Accounting Associate, Real Estate Accounting role at Aprio Aprio Clark Freeport and Special Economic Zone, Central Luzon, Philippines 1 week ago Be among the first 25 applicants Join to apply for the...

  • Event Management Analyst

    6 days ago

    Morong, Philippines Thrive Full time

    OverviewMUST WORK BELOW SHIFT - Wed - Fri and every other Sat, 7am-8pm, ESTThrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon "next generation" services help us stand out amongst...

  • Event Management Analyst

    3 days ago

    Morong, Philippines InfoHedge Technologies LLC Full time

    Overview MUST WORK BELOW SHIFT Wed - Fri and every other Sat, 7am-8pm, EST About Us Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us...