Sr. Associate Real Time Analyst

Sutherland; Tarlac City; In loco; PHP 240.000 - 300.000; Tempo pieno

Descrizione del lavoro

Sutherland in the Philippines is seeking a Call Center Analyst to monitor queues in real-time, calling out risks to Service Level and AHT, and support floor supervisors for timely actions.

The role requires at least one year in a call center, basic MS Excel skills, and solid verbal and written communication. Flexibility to work 24/7 including weekends is required.

Competenze

• 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.

Mansioni

• Monitor queues in real-time to identify risks to meeting KPIs such as Service Level and Abandonment.
• Extend support by calling out performance and staffing levels to floor supervisors.
• Coordinate offline activities and prepare EOD performance reports.
• Strengthen relationships by ensuring adherence improvements are communicated to Ops teams.

Conoscenze

Communication skills

MS Excel

KPI knowledge

Call center experience

Formazione

High School Diploma

Strumenti

CMS Avaya Supervisor

eWFM

IEX

Descrizione del lavoro

• 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 the 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 ensure 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 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 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 limited to GY shifts, weekends, holidays, and overtime as necessary