Senior Associate

3 days ago


Davao City, Davao, Philippines Sutherland Global Full time
About the Role:

We are seeking a highly skilled and experienced professional to join our team as a Sr. Associate - RTA. The successful candidate will be responsible for monitoring queues in real-time to identify and call out any risks to meeting contractual KPIs, extending support to floor supervisors, and coordinating offline activities.

Key Responsibilities:
  • Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs
  • Extend support to floor supervisors by making real-time call outs on performance and staffing levels
  • Coordinate offline activities
  • Prepare EOD performance analysis reports
Requirements:

Candidates must have at least one year of work experience in a Call Center environment, basic knowledge of MS-Excel, and a basic understanding of call center KPIs: AHT, Service Level. Strong verbal and written communication skills are essential, as well as flexibility to work in a 24/7 environment, including nights, weekends, holidays, and overtime as necessary.


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