Real Time Analyst (Voice Account)

About the role

Sutherland is hiring a Real Time Analyst (RTA) in Clark, Philippines, to monitor and support a voice-based account in real time. The role combines performance monitoring, call-outs to supervisors and coordination of offline activities, within a 24/7 environment.

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 MOD and keep them informed on consultant-level deviations and KPIs.

Required profile

• At least 2 years of RTA experience on paper in a voice-based account (a must).
• At least one year of work experience in a call center.
• High School Diploma or GED (about 11 years of education).
• Ability to work in a 24/7 environment, including GY shifts, weekends, holidays and overtime as needed.

Required skills

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