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Scheduling Optimization Expert

1 week ago

Tarlac City, Central Luzon, Philippines Sutherland Full time
Performance Improvement Specialist

We are seeking a detail-oriented and analytical Real-Time Analyst to join our team at Sutherland. As a Performance Improvement Specialist, you will be responsible for monitoring and analyzing performance data in real-time, identifying areas for improvement and implementing strategies to enhance operational efficiency.

You will have a strong understanding of call center metrics, including AHT, Service Level, and Handling Capacity. You will be responsible for monitoring queues, analyzing performance data, and making recommendations for process improvements.

Responsibilities
  1. Monitor real-time performance data to identify areas for improvement
  2. Analyze performance metrics, including AHT, Service Level, and Handling Capacity
  3. Make recommendations for process improvements and implement changes
  4. Collaborate with floor supervisors to ensure non-adhering consultants are addressed and corrective action is taken
Requirements
  • At least three years of work experience in a Call Center
  • Basic knowledge of MS-Excel
  • Good verbal and written communication skills
  • Demonstrated leadership skills; able to take the lead in making improvements and resolving issues