Lead - Real Time Analyst

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

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