Lead - Real Time Analyst (Palayan)

Sutherland

Palayan City, Central Luzon, Philippines permanent

Posted: December 5, 2023

Job Description

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!

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

Our most successful candidates will have:

At least two years of work experience as a Real Time Analyst

Good knowledge of MS-Excel 

Good understanding of call center KPIs: AHT, Service Level

Good verbal and written communication skills

Knowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not required

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

People management skills and experience

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