Company 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!
Job Description:
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
Qualifications:
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
