Lead- Real Time Analyst

3 weeks ago

Angeles City, Central Luzon, Philippines Sutherland Full time
Overview

Sutherland 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 - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms. We believe that the best relationships come from trust and value. We call it One Sutherland.

Position

Workforce Management Analyst

Responsibilities
  • Support monitoring of service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
  • Ensure real-time call outs on performance and staffing level are made to floor supervisors for appropriate action on non-adhering Consultants
  • Help follow up and ensure call-outs on non-adherence are corrected to improve productivity and drive optimized service level and utilization
  • Coordinate offline activities
  • Partner with Ops MOD and keep them informed through call-outs on consultant level deviations and KPIs
  • Ensure end-of-day performance analysis reports are prepared accurately and submitted
QualificationsRTA Requirement and Qualification: Internal
  • Graduate with 4-year course related to Mathematics, Engineering, Computer Science or Accounting
  • No unplanned absences for the last 6 months
  • No Incident report for 12 months
  • Knowledgeable with MS Office applications
  • Team player and detail‑oriented
RTA Requirement and Qualification: External
  • At least 1 year experience as an RTA. Familiar with Verint is a plus
  • Flexible to shift schedule and can work onsite
  • Graduate with 4-year course related to Mathematics, Engineering, Computer Science or Accounting
  • No unplanned absences for the last 6 months
  • No Incident report for 12 months
  • Knowledgeable with MS Office applications
  • Team player and detail‑oriented
Additional Information
  • Backfill for the following RTA Support: Andane Miller Exeter RTA - handles Reporting and RTA Tasks.
  • Shamor James - Toyota RTA Support is responsible for reporting, RTA, and uploading client IEX schedules.
  • Lovernie Ocampo - Lending Club RTA backfill of Marivic Camaclang but cancelled employment after a week.
Seniorirty level
  • Associate
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Music

#J-18808-Ljbffr

  • Lead - Real Time Analyst

    3 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...

  • Lead - Real Time Analyst

    3 weeks ago

    Tarlac City, Central Luzon, Philippines Sutherland Full time

    Join to apply for the Lead - Real Time Analyst role at Sutherland.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 youLeads...

  • Workforce Leader

    2 weeks ago

    Angeles City, Central Luzon, Philippines beBeeLeadership Full time ₱2,500,000 - ₱4,000,000

    Job OverviewWe are seeking a skilled Workforce Analyst to lead our team in providing exceptional service and support.This role involves working in a fast-paced environment, requiring strong analytical and leadership skills, as well as excellent communication abilities.Main ResponsibilitiesMonitor real-time queues to identify potential risks and ensure...

  • Workforce Real Time Analyst

    2 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...

  • Lead - Real Time Analyst (Palayan)

    3 weeks ago

    Palayan City, Central Luzon, Philippines Sutherland Global Full time

    Company Description: Sutherland is seeking an attentive and goal-oriented person to join us as a Real 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 you Job Description: Responsibilities: ...

  • Workforce Real Time Analyst

    2 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...

  • Real Time Analyst- Clark

    7 days ago

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

    Company 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...

  • Supervisor - Real Time Analyst

    2 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

    3 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 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...