Sr. Associate - Real Time Analyst

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

Company Description:

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they are our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market‑leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland Unlocking digital performance. Delivering measurable results.

Job Description:

Sr. Associates in this role get to:

Be the expert:

• 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 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 ensures 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 limiting to GY shifts, weekends, holidays and overtime as necessary

Additional Information:

All your information will be kept confidential according to EEO guidelines.