Lead- Real Time Analyst

4 days ago

Angeles City, Central Luzon, Philippines Sutherland Full time $40,000 - $60,000 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
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

Qualifications
RTA Requirement and Qualification: Internal

  • Graduate with 4 years course related to: Mathematics, Engineering, computer science or Accounting.
  • No unplanned absences for the last 6 months
  • No Incident report for 12 months
  • Knowledgeable with MS office application
  • Team Player and keen to details.

RTA Requirement and Qualification: External

  • At least 1 year experience as an RTA. Familiar with Verint is a plus
  • Flexible to shift schedule and can work onsite
  • Graduate with 4 years course related to: Mathematics, Engineering, computer science or Accounting.
  • No unplanned absences for the last 6 months
  • No Incident report for 12 months
  • Knowledgeable with MS office application
  • Team Player and keen to details.

Additional Information
Backfill for the following RTA Support:

  • Andane Miller Exeter RTA - handles Reporting and RTA Tasks.
  • Shamor James - Toyota RTA Support is responsible for reporting, RTA, and uploading client IEX schedules.
  • Lovernie Ocampo -Lending Club RTA backfill of Marivic Camaclang but Cancelled his employment with us after a week of start date.

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