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Operational Excellence Coordinator

2 weeks ago

Tarlac City, Central Luzon, Philippines Sutherland Full time

About Sutherland

As an Operational Excellence Coordinator, you will play a key role in driving business success by identifying and addressing operational inefficiencies.

Responsibilities
  1. Process Improvement: Identify areas for improvement in queue performance and implement changes to meet contractual KPIs such as Service Level, Abandonment %, Line Adherence, Handling Capacity, and SIR.
  2. Support and Guidance: Provide real-time call outs on performance and staffing levels to floor supervisors for appropriate action on non-adhering Consultants. Coordinate offline activities and prepare EOD performance analysis reports.
  3. Relationship Building: Follow up and ensure that callouts on non-adherence are corrected.
Requirements and Qualifications
  • Minimum two years of experience as an RTA.
  • Strong knowledge of MS-Excel.
  • Understanding of call center KPIs: AHT, Service Level.
  • Excellent verbal and written communication skills.
  • Familiarity with Call Center applications such as CMS Avaya Supervisor/eWFM/IEX is desirable 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.

Internal Eligibility Requirements:

  • 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.