Lead- Real Time Analyst

2 days ago

Cavite City, Calabarzon, Philippines Sutherland Full time ₱250,000 - ₱500,000 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, conversational 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 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 you

Responsibilities:

  • Support monitoring of service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
  • Ensures real-time call outs on performance and staffing level are made to floor supervisors for appropriate action on non-adhering Consultants 
  • Helps follow up and ensures call-outs on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery
  • Coordinates offline activities
  • Partners with Ops MOD and keeps them informed through call-outs on consultant level deviations and KPIs
  • Ensures EOD performance analysis reports are prepared accurately and submitted
Additional Information

All your information will be kept confidential according to EEO guidelines.

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