Real Time Analyst Supervisor

2 days ago

Clark Freeport Zone Pampanga, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager – Workforce Analytics (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

Associate Managers in this role get to:

  • 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.
  • 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.

Our most successful candidates will have:

  • At least two years of work experience as an RTA.
  • Good knowledge of MS-Excel.
  • Good understanding of call center KPIs: AHT, Service Level.
  • Good verbal and written communication skills.
  • Knowledge of Call Center application 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 limiting to GY shifts, weekends, holidays and overtime as necessary.
  • People management skills and experience
  • Demonstrated leadership skills., be able to take the lead in making improvements and resolving issues.
  • Ability to be pro-active 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 Time Analyst

    2 days ago

    Clark Freeport Zone, Pampanga, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

    Sutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. 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 youLeads in this role get to:Be the expert: Monitor queues in...

  • Real Time Analyst

    2 weeks ago

    Clark Freeport Zone, Pampanga, Philippines Sutherland Full time ₱900,000 - ₱1,200,000 per year

    Sutherland is seeking an attentive and goal-oriented person to join us as a Real Time Analyst. 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 youLeads in this role get to:Be the expert: Monitor queues in...

  • Real Time Analyst

    2 days ago

    Clark Freeport Zone, Pampanga, Philippines IntouchCX Full time ₱600,000 - ₱1,200,000 per year

    Job Description:Evaluate large amounts of dataCommunicate data in a clear and concise manner to Management Teams, Team Leaders and team membersAdjust staffing and scheduling according to the changing needs of the businessSolicit extra hours or voluntary time off where applicable, to ensure staffing meets forecasted volumes for clientsMonitor schedules and...

  • Quality Assurance Analyst– Hybrid

    11 hours ago

    Clark Freeport Zone, Pampanga, Philippines Private Advertiser Full time ₱42,000 - ₱45,000 per year

    The Quality Assurance Analyst (QA) is responsible for evaluating customer interactions to ensure service consistency and adherence to company policies and standards. This role involves monitoring and reviewing calls, tickets, and customer feedback to identify performance gaps, enhance agent skills, and improve overall customer satisfaction. The QA will play...

  • Store Supervisor

    6 days ago

    Clark Freeport Zone, Pampanga, Philippines Mini Depato Corp. Full time ₱900,000 - ₱1,200,000 per year

    QUALIFICATIONSCandidate must possess at least Bachelor's Degree in any field.At least 2 to 3 Year(s) of working experience in a related field is required for this position.Retail experience is a MUST with Visual Display experienceIdeally, the supervisor specializes in Sales - Retail/General or equivalent.Applicants must be willing to work in SM City...

  • Production Supervisor

    2 days ago

    Clark Freeport Zone, Philippines Heartfield Atelier Corporation Full time ₱900,000 - ₱1,200,000 per year

    About the roleWe are seeking an exceptional Production Supervisor to join our dynamic team at Heartfield Atelier Corporation. As a Production Supervisor, you will play a pivotal role in overseeing the day-to-day operations of our manufacturing facility located in Clark Freeport Zone Pampanga. This full-time position is crucial in ensuring the efficient and...

  • Sr. Analyst, Sales Compliance

    2 weeks ago

    Clark Freeport Zone, Pampanga, Philippines Asurion Full time ₱2,000,000 - ₱2,500,000 per year

    Work Arrangement: Hybrid (3x a week onsite)Work Schedule: Mon-Fri, 8am US Central TimeLocation: Asurion Clark, PampangaPURPOSE AND DESCRIPTION:The Sr. Compliance Analyst is a lead member of the Compliance Operations team and demonstrates an advanced understanding of risk evaluation and internal processes to inspect and report sales behaviors. They serve as a...

  • Restaurant Supervisor

    12 hours ago

    Clark Freeport Zone, Philippines Pares Kalye Express Full time ₱200,000 - ₱240,000 per year

    Restaurant SupervisorLocation: Clark International AirportFull-Time | Shifting Schedule | Immediate HiringJob SummaryWe are looking for a responsible and hands-on Restaurant Supervisor to lead daily store operations. The role includes monitoring staff, ensuring food quality and cleanliness, handling customer concerns, and helping the team reach sales and...

  • QA Analyst

    2 weeks ago

    Clark Freeport Zone, Pampanga, Philippines Private Advertiser Full time ₱42,000 - ₱45,000 per year

    Job Summary:The Quality Assurance Analyst (QA) is responsible for evaluating customer interactions to ensure service consistency and adherence to company policies and standards. This role involves monitoring and reviewing calls, tickets, and customer feedback to identify performance gaps, enhance agent skills, and improve overall customer satisfaction. The...

  • Engine Overhaul supervisor

    2 weeks ago

    Clark Freeport Zone, Philippines AviationHubAsia, Inc. Full time ₱240,000 - ₱360,000 per year

    Job Description – Engine Overhaul SupervisorThe Engine Overhaul Supervisor is responsible for overseeing and managing the complete process of engine overhaul within the AMO. The role includes supervising engine shop personnel, ensuring compliance with regulatory and company standards, preparing quotations for upcoming projects, and leading the team in the...