Lead - Real Time Analyst

2 weeks ago

Taguig, National Capital Region, Philippines Sutherland Global Full time
Company Description:

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description:

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 at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level.
  3. 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. Follow up and ensure callouts on non-adherence are corrected to improve productivity performance to drive optimized service level and utilization delivery.
  7. Partner with Ops MOD and keep them informed through callouts on consultant level deviations and KPIs.
  8. Demonstrate leadership skills; take the lead in making improvements and resolving issues.

Qualifications:

  • At least three years 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 GY shifts, weekends, holidays, and overtime as necessary.
  • Demonstrated leadership skills; 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.
Additional Information:

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


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