Lead - Real Time Analyst

3 days ago

Mandaluyong City, National Capital Region, Philippines Sutherland Full time ₱3,500,000 - ₱5,500,000 per year
Company Description

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years.

Job Description

Sutherland is seeking an attentive and goal-oriented person to join us as as Associate Manager - 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

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 and perform
Qualifications

Our most successful candidates will have:

  • 3 - 4 years of work experience handling a team in a call center
  • Basic knowledge of MS-Excel
  • Basic understanding of call center KPIs: AHT, Service Level - Good verbal and written communication skills
  • Knowledge of Call Center applications 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 limited 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 proactive 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

  • Real Time Analyst

    3 days ago

    Mandaluyong City, National Capital Region, Philippines REMITLY PHL OPERATIONS INC Full time ₱80,000 - ₱120,000 per year

    Job DescriptionTheReal-Time Analyst (RTA) is responsible for real time monitoring, tracking, communicating and reporting on multiple channels/lines of business,ensuring we have the correct assignment of agents as compared to the forecasted volume of incoming tasks to meet service levels.Primary Duties and Responsibilities:Real-time monitoring of all queues,...

  • Lead Real Time Analyst

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Sutherland Full time $60,000 - $80,000 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 -...

  • Real Time Analyst

    3 days ago

    Quezon City, National Capital Region, Philippines Manulife Full time ₱400,000 - ₱800,000 per year

    Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You've come to the right place.Why choose Manulife?Competitive Salary packages and performance bonusesDay 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)Retirement savings benefitRewarding culture that values wellness and...

  • Real Time Analyst

    1 day ago

    Quezon City, National Capital Region, Philippines Manulife Full time ₱1,200,000 - ₱2,400,000 per year

    The CSC Operations Real Time Analyst is responsible for multi-site real-time monitoring, queue management, tracking of schedule adherence and management of resources driven by real time trends to ensure consistency in Service Level performance. ​Position Responsibilities:Monitor real-time adherence across multiple sites, handle adherence issues, and log...

  • Real Time Analyst

    3 days ago

    Quezon City, National Capital Region, Philippines Manulife Full time ₱800,000 - ₱1,200,000 per year

    Are you looking for a supportive and collaborative workplace with great benefits and clear career development? You've come to the right place.Why choose Manulife?Competitive Salary packages and performance bonusesDay 1 HMO + FREE coverage for your dependents (inclusive of same-sex partners)Retirement savings benefitRewarding culture that values wellness and...

  • WFM Real Time Analyst

    3 days ago

    Makati City, National Capital Region, Philippines Teleperformance Full time

    About the roleWe are seeking a motivated and detail-oriented real-time analyst to join our dynamic team at Teleperformance Alphaland Makati. As a WFM Real Time Analyst I, you will play a vital role in ensuring the efficient and effective management of our customer contact operations. This full-time position offers the opportunity to work in a fast-paced,...

  • Real- Time Reporting Analyst

    5 days ago

    Quezon City, National Capital Region, Philippines WNS Global Services, Inc. Full time ₱18,000 - ₱25,000 per year

    Job Description:Experience in Real-time Analyst and Reporting tasksSending of interval / hourly reports like Attendance Report, Intraday Performance Report, Productivity Report, etc.System issue trackingOther tasks that may be assigned to him/her by WFM Supervisor.Qualifications:Voice experience.Bachelor's degree in business, statistics, or a related field...

  • Sr. Associate Real Time Analyst

    3 days ago

    Mandaluyong City, National Capital Region, Philippines Sutherland Full time ₱500,000 - ₱600,000 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 -...

  • Real-time Analyst

    5 days ago

    Mandaluyong City, National Capital Region, Philippines Support Services Group Full time ₱420,000 - ₱600,000 per year

    Key Responsibilities:Monitor agent status in real-time.Monitors inbound operations to ensure optimal staffing levels.Evaluate adherence and take immediate action to improve performance.Facilitates real-time discussions with necessary stakeholders.Responsible in processing the hourly, daily, weekly, monthly schedule adherence reportsAdministers volume...

  • Senior WFM Real-Time Analyst

    5 days ago

    Makati City, National Capital Region, Philippines Penbrothers Full time ₱900,000 - ₱1,200,000 per year

    About PenbrothersPenbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR,...