Sutherland

Global BPO providing customer lifecycle management

Real Time Analyst

Business OperationsConfirmed live in the last 24 hours

Full-timeZone, PhilippinesNo salary listedIn-person

About the Job

Requirements

At least 2 years of RTA experience in a voice-based account is required.
At least 1 year of work experience in a call center is required.
Strong Microsoft Excel and reporting knowledge is required.
Proficiency in workforce management tools is required.
A basic understanding of call center key performance indicators, including average handle time and service level, is required.
A high school diploma or GED (approximately 11 years of education) is required.
Flexibility to work in a 24/7 environment, including graveyard shifts, weekends, holidays, and overtime as necessary, is required.

Responsibilities

Monitor queues in real time to identify and call out risks to contractual key performance indicators, including service level, abandonment percentage, line adherence, handling capacity, and SIR.
Monitor interval-level service performance against planned average handle time, auxiliary time, and shrinkage, and correlate this with consultant-level non-adherence.
Make real-time callouts on performance and staffing levels to floor supervisors so they can take appropriate action on non-adhering consultants.
Coordinate offline activities.
Prepare end-of-day performance analysis reports.
Follow up to ensure callouts on non-adherence are corrected and improve productivity performance to optimize service-level and utilization delivery.
Partner with the operations manager on duty and keep them informed through callouts about consultant-level deviations and key performance indicators.

Desired Qualifications

Knowledge of call center applications such as CMS Avaya Supervisor, eWFM, or IEX is good to have but is not required.
Good verbal and written communication skills.

Job Description

Lead RTA 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

Qualifications

Our most successful candidates will have:

At least of 2 year RTA experience on paper in a voice-based account is a must.
At least one year work experience in a Call Center.
Strong in MS-Excel and reporting knowledge.
Good verbal and written communication skills.
Proficiency in WFM tools
Basic understanding of call center KPIs: AHT, Service Level.
Knowledge of Call Center application 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 limiting to GY shifts, weekends, holidays and overtime as necessary

Additional Information

All your information will be kept confidential according to EEO guidelines.

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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