Lead- Real Time Analyst

10 hours 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

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