Sr. Associate Real Time Analyst

Sutherland; Tarlac City; On-site; PHP 268,000 - 357,000; Full time

Job summary

Sutherland in the Philippines is seeking a proactive Call Center Supervisor to monitor queues in real-time, identify risks to KPIs such as Service Level, Abandonment, and Line Adherence, and safeguard overall performance.

Extend support by flagging gaps to floor supervisors, coordinating offline activities, and preparing end-of-day performance reports; collaborate with Ops to optimize staffing, reduce AHT, and improve utilization.

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.
• Knowledge of Call Center applications such as CMS Avaya Supervisor/eWFM/IEX is good to have, but not required.

Responsibilities

• Monitor queues in real-time to identify and call out risks to meeting 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: call out performance and staffing levels to floor supervisors for action on non-adhering consultants.
• Coordinate offline activities.
• Prepare EOD performance analysis reports.

Skills

Call center experience

MS Excel

KPIs understanding

Verbal communication

Written communication

Analytical thinking

Education

High School Diploma/GED

Tools

CMS Avaya Supervisor/eWFM/IEX

Job description

• 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