Company Description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value.  We call it One Sutherland.

 

Job Description

Our most successful candidates will have:

INTERNAL

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

EXTERNAL
 

At least two years of work experience as a Real Time AnalystGood 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 necessaryPeople management skills and experience

Additional Information

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