Supervisor - Real Time Analyst

Sutherland; Angeles; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading company in the business process outsourcing industry is seeking an Associate Manager – Workforce Analytics to join their team. In this role, you will monitor team performance against contractual KPIs, prepare reports, and coordinate activities to ensure a high level of service quality. Ideal candidates should possess strong leadership skills and have a background in call center management, along with a proactive approach to performance improvement.

Qualifications

• 2-3 years of experience in a Call Center team leadership role.
• Basic knowledge of call center KPIs and MS-Excel required.
• Flexibility to work in a 24/7 environment.

Responsibilities

• Monitor queues in real-time for performance and risks.
• Prepare EOD performance analysis reports.
• Support floor supervisors with real-time performance callouts.

Skills

Leadership

Communication

Time Management

Proactive Development

Education

High School Diploma/GED (±11 years)

Tools

MS-Excel

CMS Avaya Supervisor

eWFM

IEX

Job description

Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager – Workforce Analytics (RTA).

We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

Associate Managers 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
  
  

Qualifications

Our most successful candidates will have:

• 2-3 years of work experience handling a team 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
• 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
• Demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
• Ability to be proactive in developing trust and professional rapport with employees and team members; work as a team player and a team leader
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives