Associate Manager

4 weeks ago

Tarlac City, Central Luzon, Philippines Sutherland 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 Description

Associate Managers 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. Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level.
  2. Extend support: Make real-time call outs on performance and staffing levels to floor supervisors for appropriate action on non-adhering Consultants. Coordinate offline activities. Prepare EOD performance analysis reports.
  3. Strengthen relationships: Follow up and ensure callouts on non-adherence are corrected.
Qualifications

Our most successful candidates will have:

  • At least two years of work experience as an RTA.
  • Good knowledge of MS-Excel.
  • Good 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.
  • People management skills and experience.
  • 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

Minimum Eligibility Requirements for Current Sutherland Employees for India Geo:

  • Senior Associate/ Engineer/ Junior Software Engineer/ Junior Analyst / Lead / Senior Engineer/ Software Engineer/ Analyst with a minimum of 12 months of tenure in the current level at the time of application can apply.
  • Senior Associate/ Engineer/ Junior Software Engineer/ Junior Analyst with an annual performance rating - "Exceeds Most" (Overall rating from 3.5 to 4.49) or above in the last performance cycle can apply.
  • Lead/ Senior Engineer/ Software Engineer/ Analyst with an annual performance rating - "Meet All" (Overall rating from 2.5 to 3.49) or above in the last performance cycle can apply.
  • This position is open to employees across any process/function.
  • Selected employees need to be released within 30 days from the date of announcement or agreed date as confirmed by the hiring program, whichever falls later.
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