Real Time Analyst

Sutherland; Philippines; On-site; PHP 500,000 - 800,000; Full time

Job summary

Sutherland Philippines is seeking a Lead RTA to monitor real-time queues and identify risks to KPIs like Service Level and Abandonment. You will extend support by calling out performance gaps to floor supervisors and coordinating offline activities.

Prepare end-of-day reports, strengthen staffing alignment, and drive productivity improvements to meet targets. Must have 2+ years RTA in voice accounts and 1+ year in a call center, with strong Excel and WFM skills.

Qualifications

• At least 2 years RTA experience on paper in a voice-based account.
• At least 1 year work experience in a Call Center.
• Strong MS-Excel and reporting knowledge.
• Good verbal and written communication skills.
• Proficiency in WFM tools.
• Basic understanding of call center KPIs: AHT, Service Level.
• Knowledge of call center applications such as CMS Avaya Supervisor/eWFM/IEX is good to have.
• High School Diploma/GED (±11 years).
• Flexibility to work in a 24/7 environment including shifts, weekends and overtime.

Responsibilities

• Monitor queues in real-time to identify risks to meeting contractual KPIs.
• Monitor service level performance at interval level against planned metrics.
• Make real-time call outs on performance and staffing level to floor supervisors.
• Coordinate offline activities and prepare EOD performance reports.
• Follow up on non-adherence and drive productivity improvements.

Skills

RTA experience

Call center experience

MS-Excel

WFM tools

Verbal & written communication

Flexibility for 24/7 shifts

KPI knowledge

Education

High School Diploma/GED

Tools

CMS Avaya Supervisor

eWFM

IEX

Job description

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Job Description

Lead RTA 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

Qualifications

Our most successful candidates will have:

• At least of 2year RTA experience on paper in a voice-based account is a must.
• At least one year work experience in a Call Center.
• Strong inMS-Excel and reporting knowledge.
• Good verbal and written communication skills.
• Proficiency in WFM tools
• Basic understanding of call center KPIs: AHT, Service Level.
• 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.

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