Real Time Analyst

3 days ago

Palayan City, Central Luzon, Philippines Sutherland 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

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 levels are made to floor supervisors for appropriate action on non-adhering Consultants.
  3. Follow up and ensure call-outs on non-adherence are corrected to improve productivity performance, driving optimized service level and utilization.
  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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