Real-Time Service Delivery Lead

2 days ago


Davao City, Davao, Philippines Sutherland Full time

Sutherland's commitment to diversity and inclusion creates a unique work environment where employees can thrive. We celebrate individuality and welcome professionals from various backgrounds.

We provide integrated portfolio services that support the entire customer life cycle. This includes analytics-driven back-office and customer-facing solutions that help businesses achieve their goals.

Key Responsibilities

The ideal candidate will be responsible for monitoring queues in real-time to identify potential risks to meeting contractual KPIs. They will also need to make real-time call outs on performance and staffing levels to floor supervisors.

  1. Identify and address potential risks to meeting contractual KPIs, such as 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 Extend support.
  3. Prepare EOD performance analysis reports, coordinate offline activities, and strengthen relationships.
  4. Partner with Ops MOD and keep them informed through callouts on consultant level deviations and KPIs.
Requirements:

Candidates should have:

  • A minimum of three years of experience in a Call Center environment.
  • Basic knowledge of MS-Excel and understanding of call center KPIs: AHT, Service Level.
  • Good verbal and written communication skills and flexibility to work in a 24/7 environment.
  • Demonstrated leadership skills and ability to take the lead in making improvements and resolving issues.


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