Lead - Real Time Analyst

1 day 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 you

Leads in this role get to:

  • 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.
  • Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at the Consultant level.
  • Extend support: Make real-time call-outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants.
  • Coordinate offline activities.
  • Prepare EOD performance analysis reports.
  • 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:

  • At least one year of work experience in a Call Center.
  • Basic knowledge of MS-Excel.
  • Basic understanding of call center KPIs: AHT, Service Level. Good verbal and written communication skills.
  • Knowledge of Call Center applications such as CMS, Avaya Supervisor, eWFM, IEX is good to have, but not required.
  • High School Diploma/GED (±11 years).
  • Flexibility to work in a 24/7 environment, including but not limited to graveyard shifts, weekends, holidays, and overtime as necessary.
  • Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues.
  • Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player and a team leader.
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Customer Service
Industries
  • Telecommunications
#J-18808-Ljbffr

  • Lead - Real Time Analyst

    4 weeks ago

    Tarlac City, Central Luzon, Philippines Sutherland Global 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 youLeads in this role get to:Be the expert: Monitor queues...

  • Real Time Analyst

    3 weeks ago

    Tarlac City, Central Luzon, Philippines Sutherland Global Full time

    Company 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 Job Description:Sutherland is seeking an attentive...

  • Lead- Real Time Analyst

    4 hours ago

    Tarlac City, Central Luzon, 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 -...

  • Lead - Real Time Analyst (Palayan)

    4 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:Support...

  • Lead - Real Time Analyst (Palayan)

    1 day 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: ...

  • Lead - Real Time Analyst (Palayan)

    4 weeks ago

    Palayan City, Central Luzon, Philippines Sutherland Full time

    Company DescriptionSutherland 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 youJob DescriptionResponsibilities:Support...

  • Lead- Real Time Analyst

    4 hours ago

    Angeles City, Central Luzon, Philippines Sutherland Full time

    OverviewSutherland 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,...

  • Supervisor - Real Time Analyst

    4 weeks ago

    Angeles City, Central Luzon, Philippines Sutherland Global Full time

    Company Description:Sutherland 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 you Job...

  • Real Time Analyst

    2 days ago

    Palayan City, Central Luzon, 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 -...

  • RTA Lead

    1 day ago

    Tarlac City, Central Luzon, Philippines beBeeLeader Full time ₱900,000 - ₱1,200,000

    Lead - Real Time AnalystWe are seeking an exceptional individual to join our team as a Lead - RTA. This is a critical role that requires strong analytical and problem-solving skills, as well as excellent communication and leadership abilities.The ideal candidate will have at least one year of work experience in a Call Center, with a proven track record of...