Lead – Real Time Analyst (RTA)

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.

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