Supervisor - Real Time Analyst

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

Job summary

Sutherland seeks an Associate Manager – Workforce Analytics to ensure contractual KPIs are met through effective monitoring and team leadership. In this role, you will analyze performance metrics and coordinate staff activities, developing relationships and trust among team members in a dynamic 24/7 call center environment.

Qualifications

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

Responsibilities

• Monitor queues in real-time for KPIs like Service Level and Abandonment %.
• Prepare End of Day performance analysis reports.
• Make real-time callouts to floor supervisors for non-adhering consultants.

Skills

Leadership skills

Time management

Communication skills

Education

High School Diploma/GED

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