Data Analyst Manager
7 days ago
About Sutherland
Sutherland is a leading provider of business process outsourcing solutions. We are seeking an experienced Data Analyst Manager to join our team.
Job Responsibilities- Performance Monitoring: The successful candidate will be responsible for monitoring queues in real-time to identify and address any risks to meeting contractual KPIs such as Service Level, Abandonment %, Line Adherence, Handling Capacity, and SIR.
- Support and Coordination: This role involves making real-time call outs on performance and staffing levels to floor supervisors for appropriate action on non-adhering Consultants. Additionally, the candidate will coordinate offline activities and prepare EOD performance analysis reports.
- Relationship Building: The Data Analyst Manager will follow up and ensure that callouts on non-adherence are corrected.
- A minimum of two years of work experience as an RTA.
- Good knowledge of MS-Excel.
- Understanding of call center KPIs: AHT, Service Level.
- Strong 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.
Eligibility Requirements for Current Sutherland Employees:
- 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.
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