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 levelEnsures 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 deliveryCoordinates offline activitiesPartners with Ops MOD and keeps them informed through call-outs on consultant level deviations and KPIsEnsures EOD performance analysis reports are prepared accurately and submitted

 

Qualifications

Our most successful candidates will have:

Good knowledge of MS-Excel Good understanding of call center KPIs: AHT, Service LevelGood verbal and written communication skillsKnowledge of Call Center application such as CMS Avaya Supervisor/ eWFM /IEX is good to have, but not requiredFlexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessaryMust have at least 12 months tenure with current positionNo active DAMust have Exceeds Most or Clearly Exceeds FY21 PDP rating

Additional Information

All your information will be kept confidential according to EEO guidelines.