Lead- Real Time Analyst

1 week ago

Cavite City, Calabarzon, Philippines Sutherland Global Full time
Company Description:

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.

Job 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

Responsibilities:

  1. Support monitoring of service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
  2. Ensure real-time call outs on performance and staffing level are made to floor supervisors for appropriate action on non-adhering Consultants
  3. Help follow up and ensure call-outs on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery
  4. Coordinate offline activities
  5. Partner with Ops MOD and keep them informed through call-outs on consultant level deviations and KPIs
  6. Ensure EOD performance analysis reports are prepared accurately and submitted
Additional Information:

All your information will be kept confidential according to EEO guidelines.


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