Lead-Real Time Analyst

Company Description:

Sutherland is seeking an attentive and goal-oriented person to join us as a Lead – 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:

Lead 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 


Our most successful candidates will have: 

  • At least one year work experience in a Call Center 
  • Basic knowledge of MS-Excel –
  • Basic 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 

Additional Information:

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

To apply for this job please visit www.jobs.sutherlandglobal.com.

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