Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager – Workforce Analytics (RTA).

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

Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager – Workforce Analytics (RTA). 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! Associate Managers 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 cor

Qualifications

Our most successful candidates will have: - At least two years of work experience as an RTA - 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 - 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 - People management skills and experience - Demonstrated leadership skills., be able to take the lead in making improvements and resolving issues - Ability to be pro-active in developing trust and professional rapport with employees and team members., work as a team-player and a team leader - Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives

Additional Information

Minimum Eligibility Requirements for Current Sutherland Employees for India Geo:

Senior Associate/ Engineer/ Junior Software Engineer/ Junior Analyst / Lead / Senior Engineer/ Software Engineer/ Analyst with minimum of 12 months of tenure in current level at the time of application can apply. Senior Associate/ Engineer/ Junior Software Engineer/ Junior Analyst with annual performance rating - “Exceeds Most” (Overall rating from 3.5 to 4.49) or above in the last performance cycle can apply.Lead/ Senior Engineer/ Software Engineer/ Analyst with annual performance rating - “Meet All” (Overall rating from 2.5 to 3.49) or above in the last performance cycle can apply.This position is open to employees across any process/function.Selected employee needs to be released within 30 days from the date of announcement or agreed date as confirmed by the hiring program, whichever falls later.