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Lead- Real Time Analyst

4 weeks ago

Tarlac City, Central Luzon, Philippines Sutherland Full time

Job Description

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 you

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: Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level.
  3. Extend support: 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.
  6. Strengthen relationships: Follow up and ensure callouts on non-adherence are corrected to make improvements in productivity and performance.
Qualifications

Our most successful candidates will have:

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