Data Analyst for Service Level Performance

6 days ago


Mandaluyong City, National Capital Region, Philippines Sutherland Full time

Sutherland is a digital transformation company dedicated to delivering exceptional customer experiences. Our team's mission is to make interactions instantaneous, relevant, predictive, and frictionless.

Job Overview

We are seeking an experienced Data Analyst to support our Real Time monitoring team. As a key member of this team, you will be responsible for analyzing service level performance data at the interval level.

  • Analyze and correlate non-adherence at the consultant level with planned AHT, Auxiliary, and Shrinkage metrics.
  • Collaborate with floor supervisors to ensure real-time call outs are made on underperforming consultants.
  • Assist in implementing corrective actions to improve productivity performance and optimize service levels.
  • Coordinate offline activities to enhance team efficiency.
  • Partner with Operations Management to provide critical information on consultant-level deviations and KPIs.
  • Publish accurate End-of-Day (EOD) performance analysis reports.

Your role will play a vital part in driving operational excellence within our organization.



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