Real Time Performance Lead
7 days ago
Sutherland Global Overview:
We are a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
About This Role:
This position involves leading teams to achieve key goals, ensuring compliance with contractual obligations, and optimizing resource allocation to meet demanding customer expectations.
Main Responsibilities:
- Lead in identifying potential service disruptions and implementing corrective actions.
- Analyze and optimize workforce allocation to meet changing demand patterns.
- Develop and implement strategies to drive performance improvement.
- Prepare detailed reports to inform decision-making.
- Collaborate with stakeholders to ensure alignment and effective communication.
Requirements:
- Three or more years of experience in a similar role.
- Excellent analytical and problem-solving skills.
- Strong leadership abilities.
- Effective communication and interpersonal skills.
- Proficiency in MS Excel.
- A basic understanding of call center metrics.
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