Associate Manager

2 days ago

Angeles City, Central Luzon, Philippines Sutherland Full time ₱1,200,000 - ₱2,400,000 per year
Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We've created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as a service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Job Description

Associate Manager RTA in this role get to:

  • Be the expert and lead a team of RTAs: 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 performance to drive optimized service level and utilization delivery.
  • Partner with Ops MOD and keeps them informed through callouts on consultant level deviations and KPIs 
Qualifications

Our most successful candidates will have: 

  • At least 2 years of experience as an RTA manager on paper in a voice-based account is necessary.
  • 2 years of work experience managing RTA teams in a call center.
  • Strong in MS Excel, analytical, and reporting skills.
  • Good verbal and written communication skills.
  • Proficiency in WFM tools
  • Basic understanding of call center KPIs: AHT, Service Level, line adherence
  • Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is an advantage 
  • Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary 
Additional Information

Internal Qualification

  • 12 Months Tenure
  • FY25 PDP Score of at least 4 (Exceeds Expectations)
  • No Disciplinary Action for the past 6 months
  • Relevant RTA experience

  • Associate

    2 weeks ago

    Angeles City, Central Luzon, Philippines ILOCOS SUR SLL Full time ₱150,000 - ₱250,000 per year

    Company DescriptionILOCOS SUR SLL is a dynamic company headquartered in Sevilla, Spain. We operate from C/ ALFONSO XII 48 - LOCAL 2, CODIGO POSTAL We are dedicated to delivering exceptional services and products, making us a reliable partner for our clients. Our mission is to innovate and excel in our industry, ensuring top-quality outcomes for those we...

  • Associate Manager

    2 days ago

    Angeles City, Central Luzon, Philippines Sutherland Full time ₱1,200,000 - ₱2,400,000 per year

    Company Description About SutherlandArtificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they're our core expertise.We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.We've...

  • Audit Associate

    2 weeks ago

    Angeles City, Central Luzon, Philippines Titanium Systems Technologies Inc. Full time $30,000 - $50,000 per year

    Job Title: Audit AssociateLocation: Angeles City, PampangaType: Full-TimeReports to: Audit LeadAre you detail-oriented and curious about how businesses work behind the scenes? We're looking for an Audit Associate to join our team and help us ensure accuracy, compliance, and efficiency across our operations.This is an entry-level role—perfect for someone...

  • Sales Associate

    2 weeks ago

    Angeles City, Central Luzon, Philippines Scentsmith Perfumery Inc Full time ₱6,300,000 - ₱7,800,000 per year

    Sales Associate is responsible for assisting customers and providing excellent customer service by greeting customers, answering questions, offering assistance, suggesting items, cross selling and providing product information.Greet and connect with customers.Provide excellent customer service through a professional, friendly and sincere attitude.Direct...

  • Medical Sales Associate

    2 weeks ago

    Angeles City, Central Luzon, Philippines Philcare Pharma Inc. Full time ₱900,000 - ₱1,200,000 per year

    Company DescriptionPhilcare Pharma, Inc. is a rapidly growing Filipino pharmaceutical company specializing in IV Anesthesia and Critical Care., Philcare Pharma has made a significant impact in the medical community with its innovative and unique business approach. The company is dedicated to creating a distinctive presence in its niche market.Role...

  • Branch Sales Associate

    2 weeks ago

    Angeles City, Central Luzon, Philippines Security Bank Corporation Full time ₱600,000 - ₱1,200,000 per year

    The RoleThe Sales Associate position will jump-start your career in ultimately becoming a Business Manager that will bring the organization to greater heights by increasing its customer base and portfolio.Graduates of the Sales Associate Training Program will become Junior Assistant Managers after six months.This role will work best for you if you are always...

  • Business Development Associate

    2 weeks ago

    Angeles City, Central Luzon, Philippines TRT Shared Services, OPC Full time ₱250,000 - ₱350,000 per year

    Overview:The Business Development Associate (BDA) is responsible for the delivery of all the non-client/prospect facing tasks of the other teams in the Business Development Department. This covers a wide range of administrative and clerical tasks which are intended for these other teams to spend time more time in front of prospective and client securing more...

  • Front Desk Associate

    2 weeks ago

    Angeles City, Central Luzon, Philippines Sunshine Grandeur Corporation Full time $40,000 - $50,000 per year

    I. Position SummaryFront Desk Associate communicates with the guests for booking and accommodation purposes or booking cancellation. He/She must fulfilled duties such as greeting guests on arrival, assign guest's rooms, issue keys, and collect payment information. Guest Service Associate work hand in hand with the housekeeping staffs, porters, transport...

  • Accounting Associate

    2 weeks ago

    Angeles City, Central Luzon, Philippines Connext Global Solutions Inc Full time ₱600,000 - ₱800,000 per year

    The Accounting Associate is responsible for managing the end-to-end Accounts Payable (AP) process, including invoice processing, vendor management, payment processing, reconciliations, and maintaining accurate financial records. The role requires attention to detail, effective workload management, and strong collaboration with internal teams and external...

  • Accounting Associate

    2 weeks ago

    Angeles City, Central Luzon, Philippines Connext Full time ₱400,000 - ₱600,000 per year

    TheAccounting Associateis responsible for managing the end-to-end Accounts Payable (AP) process, including invoice processing, vendor management, payment processing, reconciliations, and maintaining accurate financial records. The role requires attention to detail, effective workload management, and strong collaboration with internal teams and external...