Real Time Analyst Supervisor

3 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.

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