Senior Data Analyst

3 days ago


Tarlac City, Central Luzon, Philippines Sutherland Global Full time

We are seeking a skilled Sr. Associate-Real Time Analyst to join our team at Sutherland Global. As a key member of our operations team, you will play a critical role in monitoring and analyzing real-time data to ensure optimal service level performance.

Your primary responsibilities will include:

  1. Identify Risks: Monitor queues in real-time to identify any risks to meeting contractual KPIs such as Service Level, Abandonment %, Line Adherence, Handling Capacity, and SIR.
  2. Extend Support: Make real-time call outs on performance and staffing levels to floor supervisors for appropriate action on non-adhering consultants. Coordinate offline activities and prepare EOD performance analysis reports.
  3. Strengthen Relationships: Follow up and ensure callouts on non-adherence are corrected to make improvements in productivity performance, drive optimized service level, and utilization delivery. Partner with Ops MOD and keep them informed through callouts on consultant level deviations and KPIs.

To succeed in this role, you will need to have at least one year of work experience in a Call Center, basic knowledge of MS-Excel, and a basic understanding of call center KPIs: AHT, Service Level. You should also possess good verbal and written communication skills, flexibility to work in a 24/7 environment, including but not limited to GY shifts, weekends, holidays, and overtime as necessary.



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