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Service Delivery Performance Coordinator

2 weeks ago

Palayan City, Central Luzon, Philippines Sutherland Full time

Sutherland is a leading provider of business process outsourcing (BPO) services, and we are seeking a skilled and experienced individual to join our team as a Real Time Analyst. In this role, you will be responsible for monitoring and analyzing key performance indicators (KPIs) such as Average Handle Time (AHT), Auxiliary (Aux), and Shrinkage to ensure that our service levels are met.

Responsibilities:
  • Track KPIs: You will be responsible for tracking and analyzing KPIs such as AHT, Aux, and Shrinkage to identify trends and opportunities for improvement.
  • Collaborate with Floor Supervisors: You will work closely with floor supervisors to provide coaching and feedback to ensure that our consultants are meeting their targets.
  • Develop and Implement Process Improvements: You will develop and implement process improvements to address areas where improvement is needed.
  • Communicate with Ops MOD: You will work closely with the Operations Management Director (Ops MOD) to keep them informed of any issues or concerns related to consultant-level deviations and KPIs.
  • Prepare and Submit Reports: You will be responsible for preparing and submitting End-of-Day (EOD) performance analysis reports to ensure that our stakeholders have access to up-to-date information on our performance.

We are looking for a highly motivated and detail-oriented individual who has excellent communication and analytical skills. If you have experience working in a call center environment and are familiar with KPIs such as AHT and Service Level, we would love to hear from you.