Lead Real-Time Performance Analyst

Sutherland; Philippines; On-site; PHP 390,600 - 558,000; Full time

Job summary

Sutherland is seeking a detail-oriented Lead-Real Time Analyst to join our dynamic operations team in Taguig, Philippines. You will be the expert voice on the floor, driving real-time performance excellence and ensuring that contractual KPIs are consistently met.

The ideal candidate has at least 2 years of real-time analyst experience, strong analytical skills, and the ability to mentor team members. This position encompasses monitoring performance, preparing detailed reports, and coaching staff for optimal service delivery.

Qualifications

• Minimum 2 years of Real-Time Analyst experience in a voice-based contact center.
• Strong proficiency in Microsoft Excel with advanced data analysis capabilities.
• Ability to make decisive, data-driven decisions under pressure.

Responsibilities

• Monitor real-time queue performance and identify risks to KPIs.
• Prepare comprehensive end-of-day performance analysis reports.
• Mentor and coach team members on performance expectations and best practices.

Skills

Real-Time Analyst experience

Microsoft Excel proficiency

Analytical skills

Education

High School Diploma or equivalent

Tools

Workforce Management tools

Job description

Sutherland is seeking a detail-oriented Lead-Real Time Analyst to join our dynamic operations team in Taguig, Philippines. You will be the expert voice on the floor, driving real-time performance excellence and ensuring that contractual KPIs are consistently met.

The ideal candidate has at least 2 years of real-time analyst experience, strong analytical skills, and the ability to mentor team members. This position encompasses monitoring performance, preparing detailed reports, and coaching staff for optimal service delivery.