Lead - Real Time Analyst

1 week ago

Legazpi, Bicol, Philippines Sutherland Full time ₱400,000 - ₱600,000 per year

Company Description
Sutherland
is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients' customers -- a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -- instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conservational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. We call it One Sutherland.

Job Description
Sutherland
is seeking an attentive and goal-oriented person to join us as a
Lead - RTA.
We are a group of driven and hard-working individuals.

If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

Leads in this role get to:

  • Be the expert: Monitor queues in real-time to identify and call out any risks to meeting contractual KPIs like Service Level Abandonment % Line Adherence Handling Capacity SIR.
  • Monitor service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
  • Extend support: Make real-time call-outs on performance and staffing level to floor supervisors for appropriate action on non-adhering Consultants.
  • Coordinate offline activities.
  • Prepare EOD performance analysis reports
  • Strengthen relationships: Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity and perform

Qualifications
Our most successful candidates will have:

  • At least one year of work experience in a Call Center
  • Basic knowledge of MS-Excel
  • Basic understanding of call center KPIs: AHT, Service Level - Good verbal and written communication skills
  • Knowledge of Call Center applications such as CMS Avaya Supervisor/ eWFM /IEX is good to have, 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
  • Demonstrated leadership skills; be 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

  • Real Estate Sales

    2 weeks ago

    Legazpi, Bicol, Philippines VA Masters Full time ₱200,000 - ₱500,000 per year

    Role OverviewWe're looking for a skilled Real Estate Sales & Closer VA to manage inbound warm leads and successfully close land deals with developers and development firms. The ideal candidate is an experienced closer, comfortable with phone negotiations, and capable of guiding prospects through the entire sales process.Key ResponsibilitiesHandle inbound...

  • Finance Control Analyst

    5 days ago

    Legazpi, Bicol, Philippines PMFTC Inc. Full time

    Category Commercial Operations Standard Location Guiguinto, Philippines Job Id 18591 Job Type Full Time Posted Date 11/17/2025to be filled by RPO- Category Commercial Operations Standard Available in 2 locations Job Id 17641 Job Type Full Time Posted Date 11/05/2025Join our team as a Finance Control Analyst and be part of a revolutionary...

  • Lead-Customer Experience

    2 weeks ago

    Legazpi, Bicol, Philippines Sutherland Full time ₱250,000 - ₱500,000 per year

    Company DescriptionSutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 36 years, we have been entrusted with caring for our clients' and customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible -...

  • Sr. Financial Analyst

    1 week ago

    Legazpi, Bicol, Philippines LCC - Liberty Commercial Center Inc. Full time ₱900,000 - ₱1,200,000 per year

    Job Summary:The Senior Financial Analyst provides critical support in financial planning, analysis, and decision-making. This role is responsible for preparing detailed financial reports, analyzing trends, creating forecasts, and offering strategic insights to drive the organization's financial health and performance.Key Responsibilities:Lead the preparation...

  • Assistant Leasing Manager

    2 weeks ago

    Legazpi, Bicol, Philippines LCC - Liberty Commercial Center Inc. Full time ₱900,000 - ₱1,200,000 per year

    Join our dynamic and growing Property Management (PM) Team as a Assistant Leasing Operations Manager. We are committed to maximizing property occupancy rates while delivering exceptional tenant satisfaction. If you are passionate about real estate, have a strategic mindset, and thrive in a fast-paced environment, we want to hear from youKey...

  • Helpdesk Supervisor

    2 weeks ago

    Legazpi, Bicol, Philippines Intelligent Outsourcing, Inc. Full time ₱900,000 - ₱1,200,000 per year

    Elevate Your Career as a Service Desk Lead at Intelligent Outsourcing Are you a tech enthusiast with a passion for leading teams, tackling security challenges, and delivering top-notch support? Do you dream of working in an environment where innovation, teamwork, and fun go hand-in-hand? If so, your next adventure starts hereWe're on the hunt for a Helpdesk...

  • Property Manager

    2 weeks ago

    Legazpi, Bicol, Philippines WORLDCONNECT Full time ₱600,000 - ₱1,200,000 per year

    CAL Courtyard is Hiring Pinaric, Legazpi CityReady to innovate, create, and inspire? Join our growing team todayProperty Manager (Full-Time)Qualifications:Graduate of Business Administration, Real Estate Management, or related fieldWith at least 3 years of experience in property or facilities managementStrong leadership, communication, and organizational...

  • Digital Marketing Coordinator

    2 weeks ago

    Legazpi, Bicol, Philippines Pandr Outsourcing Full time ₱40,000 - ₱60,000 per year

    Job Title: Digital Marketing Coordinator - On SiteTagline:Drive growth through smart digital outreach — turning local visibility into qualified leads.Job Overview:We are seeking a proactive Digital Marketing Coordinator to drive customer acquisition and engagement through targeted digital outreach and content execution. This role will prioritize...

  • Digital Marketing and Reddit Strategist

    2 weeks ago

    Legazpi, Bicol, Philippines Pandr Outsourcing Full time

    Master the Art of Reddit — and Rule the Digital RealmJob Overview:We're on the hunt for a Digital Marketing and Reddit Strategist — part growth hacker, part digital wizard. In this role, you'll engineer high-impact Reddit strategies while steering broader digital marketing initiatives across social media, content, and SEO. If you know the difference...

  • Project In Charge

    2 weeks ago

    Legazpi, Bicol, Philippines WeTransform Builders Inc Full time ₱900,000 - ₱1,200,000 per year

    OB QUALIFICATIONS:Candidate must possess at least Bachelor's/College Degree in Engineering (Civil)At least 2 to 3 Years of working experience in the related field is required for this position.Required Skill(s): Experienced in interior fit-out works, highly competent in leading and directing teams, proficient in construction planning and resources...