Lead - Real Time Analyst

4 weeks ago

Angeles City, Central Luzon, Philippines Sutherland Global Full time
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 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:

  1. 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.
  2. Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level. Extend support.
  3. Make real-time call outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants.
  4. Coordinate offline activities.
  5. Prepare EOD performance analysis reports and strengthen relationships.
  6. Follow up and ensure callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.
  7. Partner with Ops MOD and keep them informed through callouts on consultant level deviations and KPIs.
  8. Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues.

Qualifications:

Our most successful candidates will have:

  1. At least three years of work experience in a Call Center.
  2. Basic knowledge of MS-Excel.
  3. Basic understanding of call center KPIs: AHT, Service Level.
  4. Good verbal and written communication skills.
  5. Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required.
  6. High School Diploma/GED (±11 years).
  7. Flexibility to work in a 24/7 environment, including but not limited to GY shifts, weekends, holidays, and overtime as necessary.
  8. Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues.
  9. Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player and a team leader.
  10. 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

  • Workforce Real Time Analyst

    3 weeks ago

    Angeles City, Central Luzon, Philippines iQor Full time

    OverviewProactively monitors service levels, efficiency and execute plans that will improve service deficiencies as they relate to volume, average handle time or forecast. Must have knowledge of what is taking place in the business the day before the event occurs, such as training or any offline activities that may impact the contact centers ability to...

  • Real Time Analyst

    4 days ago

    Tarlac City, Central Luzon, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

    Sutherland is seeking an attentive and goal-oriented person to join us as aReal Time Analyst.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 youResponsibilities:Support monitoring of service level performance at...

  • Workforce Real Time Analyst

    3 weeks ago

    Angeles City, Central Luzon, Philippines iQor Full time

    OverviewJob Summary: Proactively monitors service levels, efficiency and executes plans that will improve service deficiencies as they relate to volume, average handle time or forecast. Must have knowledge of what is taking place in the business the day before the event occurs, such as training or any offline activities that may impact the contact centers...

  • Lead- Real Time Analyst

    4 days ago

    Angeles City, Central Luzon, Philippines Sutherland Full time $40,000 - $60,000 per year

    Company DescriptionSutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients' customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -...

  • Supervisor - Real Time Analyst

    3 weeks ago

    Angeles City, Central Luzon, Philippines Sutherland Full time

    OverviewSutherland 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 youResponsibilitiesMonitor...

  • Real Time Analyst

    4 weeks ago

    Cebu City, Central Visayas, Philippines IntouchCX Full time

    OverviewJoin to apply for the Real Time Analyst role at IntouchCX.Be among the first 25 applicants.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,...

  • Real Time Analyst

    2 days ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time ₱900,000 - ₱1,200,000 per year

    REAL-TIME ANALYST Work On-site in Cebu City Shifting Schedule Job Responsibilities: 1. Provide real-time monitoring via available tools and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives. 2. Perform continual analysis of current performance and...

  • Real Time Analyst

    4 days ago

    Cebu City, Central Visayas, Philippines PMConsulting Full time $40,000 - $60,000 per year

    We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our Workforce Management (WFM) team supporting a retail account. The RTA will be responsible for monitoring call volumes, agent productivity, and adherence to schedules in real time. This role ensures service level targets are consistently met while balancing operational...

  • Real Time Analyst

    4 days ago

    Cebu City, Central Visayas, Philippines IntouchCX Full time ₱600,000 - ₱1,200,000 per year

    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...

  • Real Time Analyst

    3 weeks ago

    Cebu City, Central Visayas, Philippines HR TechX Corp. Full time

    We are seeking a detail-oriented and proactive Real-Time Analyst (RTA) to join our Workforce Management (WFM) team supporting a retail account. The RTA will be responsible for monitoring call volumes, agent productivity, and adherence to schedules in real time. This role ensures service level targets are consistently met while balancing operational...