Real-Time Operations Expert

4 days ago


Taguig, National Capital Region, Philippines Sutherland Full time

Sutherland Overview

We are One Sutherland— a global team where everyone works together to create breakthrough solutions. Our diverse workforce thrives in an environment of diversity of thought, experience, and background.

Job Description

This role requires leading in real-time to monitor queues, identify risks, and make timely interventions to ensure optimal service level and utilization delivery.

Responsibilities
  1. Monitoring service level performance at interval levels against planned AHT, Auxiliary, and Shrinkage.
  2. Making real-time calls on performance and staffing levels to floor supervisors for action on non-adhering Consultants.
  3. Coordinating offline activities.
  4. Preparing End-of-Day performance analysis reports.
  5. Following up to ensure corrections are made to non-adherence to improve productivity performance.
  6. Partnering with Ops MOD and keeping them informed through callouts on Consultant-level deviations and KPIs.
  7. Demonstrating leadership skills to lead in making improvements and resolving issues.
Requirements

To succeed in this role, you will need:

  1. Three or more years of experience in a Call Center environment.
  2. Basic Excel skills.
  3. A broad understanding of call center KPIs: AHT, Service Level.
  4. Excellent communication skills.
  5. Familiarity with Call Center applications such as CMS Avaya Supervisor/eWFM/IEX is beneficial but not required.
  6. A High School Diploma/GED (±11 years).
  7. Flexibility to work in a 24/7 environment, including GY shifts, weekends, holidays, and overtime as necessary.
  8. Demonstrated leadership skills to take the lead in making improvements and resolving issues.
  9. Ability to develop trust and professional rapport with colleagues and team members.
  10. Effective time management to handle multiple schedules, meetings, and initiatives.


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