Real Time Analyst

2 weeks ago

Taguig, National Capital Region, 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 you

Leads in this role get to:

  • Be the expert: 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 Support the Team 
  • Demonstrate leadership skills; be able to take the lead in making improvements and resolving issues

Qualifications:

Our most successful candidates will have:

·       At 2-3 years of work experience in a Call Center

·       Experience with Genesys

·       Experience in the following WFM tools is required: Verint, iEx, Five9

·       Basic-Intermediate knowledge of MS-Excel

·       Bachelor's degree in the following fields (preferred): Mathematics, Engineering, Information Technology or Business Management

·       Basic understanding of call center KPIs: AHT, Service Level

·       Good verbal and written communication

·       Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary

·       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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