Sr. Associate - Real Time Analyst

About the role

Sutherland, a global business process outsourcing provider working with iconic brands, is hiring a Senior Associate Real Time Analyst in Tarlac City. The role monitors call center performance in real time and supports floor supervisors in keeping service levels and productivity targets.

Key responsibilities

• Monitor queues in real time to spot risks to contractual KPIs such as Service Level, Abandonment %, Line Adherence, Handling Capacity and SIR.
• Track service level performance at interval level against planned AHT, Aux and Shrinkage, and correlate it with non-adherence at Consultant level.
• Make real-time call-outs on performance and staffing levels to floor supervisors so they can act on non-adhering consultants.
• Coordinate offline activities and prepare end-of-day performance analysis reports.
• Follow up on call-outs until non-adherence is corrected, improving productivity and service level delivery.
• Partner with the Operations Management Office and keep it informed about consultant-level deviations and KPIs.

Required profile

• At least one year of work experience in a call center.
• High School Diploma or GED (about 11 years).
• Flexibility to work in a 24/7 environment, including GY shifts, weekends, holidays and overtime as needed.

Required skills

• Basic knowledge of MS Excel.
• Basic understanding of call center KPIs such as AHT and Service Level.
• Good verbal and written communication skills.
• Knowledge of call center applications such as CMS, Avaya Supervisor, eWFM or IEX is good to have but not required.