Real-Time Performance Analyst — Call Center

Sutherland Global; Tarlac City; On-site; PHP 357,120 - 580,320; Full time

Job summary

Sutherland Global in the Philippines is seeking a Sr. Associate to monitor queues, identify risks to KPIs, and support staffing decisions in a fast-paced call center environment.

You will track performance in real time and coordinate with floor supervisors for timely actions to improve service levels. The role emphasizes preparing end‑of‑day performance analyses, maintaining strong communication, and keeping key stakeholders informed about deviations and productivity improvements.

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.
• 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 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 and prepare EOD performance analysis reports.
• Follow up and ensure callouts on non-adherence are corrected to improve productivity and utilization.

Skills

Call Center Experience

MS-Excel

KPIs: AHT & Service Level

Communication Skills

Call Center Software (CMS Avaya/ eWFM/

Education

High School Diploma/GED

Job description

Sutherland Global in the Philippines is seeking a Sr. Associate to monitor queues, identify risks to KPIs, and support staffing decisions in a fast-paced call center environment.

You will track performance in real time and coordinate with floor supervisors for timely actions to improve service levels. The role emphasizes preparing end‑of‑day performance analyses, maintaining strong communication, and keeping key stakeholders informed about deviations and productivity improvements.