Lead – Real Time Analyst

5 hours ago

Clark Freeport Zone Pampanga, Philippines Sutherland Full time ₱10,000 - ₱15,000 per year

About Sutherland

Sutherland is a global digital transformation and experience-led powerhouse with more than 30 years of helping the world's most recognizable brands deliver effortless, intuitive, and human-centered interactions.

We combine deep process expertise, innovative automation, design-thinking, and AI-driven technologies to reimagine and elevate both the customer and employee experience.

At Sutherland, we believe the strongest relationships are built on trust, value, and shared success — we call it One Sutherland.

Role Overview

We are looking for a Lead – Real Time Analyst who thrives in fast-paced environments, has an exceptional eye for detail, and enjoys optimizing performance at scale. If you have a passion for operational excellence, data-driven decision-making, and leading performance outcomes, this role offers a fulfilling career path with high visibility and impact.

As a Lead RTA, you will be the heartbeat of daily operations — ensuring service levels are met, performance risks are mitigated, and staffing efficiency is maximized.

What You'll Do

As a Lead RTA at Sutherland, you will:

Be the Operational Expert

  • Monitor queues in real-time and identify risks affecting key contractual KPIs:

    Service Level, Abandonment %, Line Adherence, Handling Capacity, SIR, and more.
  • Track service level performance at interval level and correlate results with consultant-level adherence and behavioral patterns.

Drive Real-Time Decision Making

  • Provide timely callouts to supervisors regarding performance gaps, non-adherence, and staffing issues.
  • Make informed recommendations to optimize productivity and ensure operational targets are consistently met.

Enhance Team Performance

  • Follow up on non-adherence callouts and ensure corrective actions are implemented for long-term improvement.
  • Coordinate planned offline activities while minimizing impact on service delivery.

Deliver Insights & Reporting

  • Prepare and present end-of-day (EOD) performance analyses, highlighting trends, risks, and opportunities for improvement.

What We're Looking For

Our top candidates bring a balance of analytical skill, leadership capability, and real-time problem-solving. You'll be a great fit if you have:

Required:

  • Minimum 1 year of experience in a call center environment
  • Basic to intermediate MS Excel skills
  • Understanding of core call center KPIs (AHT, Service Level, Adherence, etc.)
  • Strong verbal and written communication skills
  • High School Diploma/GED or equivalent

Preferred (but not required):

  • Experience with call center systems such as CMS, Avaya Supervisor, eWFM, or IEX
  • Prior exposure to real-time management or workforce management functions

You also possess:

  • Demonstrated leadership skills and confidence in driving operational improvements
  • Strong ability to build rapport and collaborate with cross-functional teams
  • Excellent time management and organization skills
  • Flexibility to work in a 24/7 shifting environment — including graveyard shifts, weekends, holidays, and overtime when needed

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