Real-Time Call Center Performance Analyst

Sutherland

Philippines

On-site

PHP 500,000 - 800,000

Full time

14 days+

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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.