Real-Time RTA Analyst: Optimize Call Center Performance

Sutherland Global; Mawaque; On-site; PHP 279,000 - 446,400; Full time

Job summary

Sutherland Global in Pampanga is looking for a Lead RTA to monitor real-time queues and ensure KPIs are met. The ideal candidate will have at least 2 years of RTA experience and strong MS-Excel skills.

This role requires good communication abilities and proficiency in WFM tools. Flexibility to work various shifts in a call center environment is essential. Join us to help drive optimal service levels and productivity!

Qualifications

• At least 2 years RTA experience in a voice-based account.
• At least one year work experience in a call center.
• Flexibility to work in a 24/7 environment.

Responsibilities

• Monitor queues in real-time to identify risks to meeting KPIs.
• Coordinate offline activities and prepare daily performance analysis reports.
• Follow up on non-adherence to improve productivity performance.

Skills

Strong in MS-Excel

Good verbal and written communication skills

Proficiency in WFM tools

Basic understanding of call center KPIs

Education

High School Diploma/GED (±11 years)

Tools

CMS Avaya Supervisor

eWFM

IEX

Job description

Sutherland Global in Pampanga is looking for a Lead RTA to monitor real-time queues and ensure KPIs are met. The ideal candidate will have at least 2 years of RTA experience and strong MS-Excel skills.

This role requires good communication abilities and proficiency in WFM tools. Flexibility to work various shifts in a call center environment is essential. Join us to help drive optimal service levels and productivity!