Call Center Performance Analyst

5 days ago


Taguig, National Capital Region, Philippines Sutherland Global Full time
Responsibilities:
  • Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
  • Be the expert: Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs
  • Prepare EOD performance analysis reports
  • Strengthen relationships: Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity and performance


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