Real-Time Analyst - Call Center Performance Lead

Sutherland; Tarlac City; On-site; PHP 279,000 - 468,720; Full time

Job summary

Sutherland is seeking Sr. Associates in the Philippines to monitor queues in real time and identify risks to KPIs such as Service Level and Abandonment. You will call out performance issues, coordinate offline activities, and prepare end-of-day reports to drive improvements.

Strong communication skills, MS Excel know-how, and familiarity with CMS Avaya Supervisor/eWFM/IEX are valued. A high school diploma and willingness to work a 24/7 shift are required.

Qualifications

• 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 applications 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 weekends/holidays/overtime

Responsibilities

• Monitor queues in real-time to identify and call out 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.
• 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.
• Follow up and ensures callouts on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery.

Skills

Call center experience

Verbal and written communication

Flexibility for 24/7 environment

Education

High School Diploma/GED

Tools

MS Excel

CMS Avaya Supervisor

eWFM

IEX

Job description

Sutherland is seeking Sr. Associates in the Philippines to monitor queues in real time and identify risks to KPIs such as Service Level and Abandonment. You will call out performance issues, coordinate offline activities, and prepare end-of-day reports to drive improvements.

Strong communication skills, MS Excel know-how, and familiarity with CMS Avaya Supervisor/eWFM/IEX are valued. A high school diploma and willingness to work a 24/7 shift are required.