URGENT: Real Time Analyst | Taguig

Sutherland; Taguig; In loco; PHP 420.000 - 600.000; Tempo pieno

Vantaggi offerti da questo lavoro

Onsite in BGC, Taguig

Descrizione del lavoro

Sutherland in Taguig, Philippines, is seeking a detail-oriented Lead-Real Time Analyst to join our dynamic operations team. You will be the expert on the floor, driving real-time performance excellence and ensuring KPIs are met.

You will mentor supervisors and provide actionable insights to optimize service delivery in a 24/7 environment. Responsibilities include monitoring queue performance, analyzing KPI trends, and delivering concise end-of-day reports with corrective recommendations.

Competenze

• Minimum 2 years of Real-Time Analyst (RTA) experience in a voice-based contact center.
• Minimum 2 years of work experience in a call center setting.
• Experience with call center applications such as Genesys, CMS, Avaya Supervisor, eWFM, or IEX.
• Strong proficiency in Microsoft Excel with advanced reporting and data analysis capabilities.
• Excellent verbal and written communication skills; ability to articulate complex data clearly.

Mansioni

• Monitor real-time queue performance and identify risks to contractual KPIs.
• Analyze service level performance against planned AHT, Auxiliary time, and Shrinkage.
• Make timely call-outs to floor supervisors and recommend corrective actions.
• Prepare end-of-day performance analyses with actionable recommendations.
• Follow up on callouts to ensure sustained improvements.
• Report KPI trends to Operations Management with transparent data.
• Coordinate offline activities to optimize service level and utilization.
• Mentor and coach team members on performance expectations.

Conoscenze

Excel proficiency

Analytical thinking

Data visualization

Communication skills

24/7 flexibility

Strumenti

Genesys

CMS

Avaya Supervisor

eWFM

IEX

Descrizione del lavoro

We're looking for a detail-oriented and analytical Lead-Real Time Analyst to join our dynamic operations team in Taguig, Philippines. In this pivotal role, you'll be the expert voice on the floor, driving real-time performance excellence and ensuring our team consistently meets contractual KPIs. You'll combine your analytical prowess with collaborative leadership to support supervisors, mentor team members, and deliver actionable insights that optimize service delivery and operational efficiency.

• Monitor real-time queue performance and identify risks to contractual KPIs including Service Level, Abandonment Rate, Line Adherence, Handling Capacity, and SIR

• Analyze service level performance at interval levels against planned AHT, Auxiliary time, and Shrinkage, correlating findings with consultant-level non-adherence

• Make timely, decisive call-outs to floor supervisors regarding performance deviations and staffing concerns, recommending appropriate corrective actions

• Prepare comprehensive end-of-day performance analysis reports with clear, actionable recommendations

• Follow up on performance callouts to ensure corrections are implemented and improvements are sustained

• Partner with Operations Management and keep them informed of consultant-level deviations and KPI trends through transparent, organized reporting

• Coordinate offline activities and support the team in achieving optimized service level and utilization targets

• Mentor and coach team members on performance expectations and best practices in real-time analysis

• Demonstrate resilience and flexibility in a fast-paced, 24/7 operational environment
  

Qualifications

• Minimum 2 years of Real-Time Analyst (RTA) experience in a voice-based contact center environment

• Minimum 2 year of work experience in a call center setting

• Experience with call center applications such as Genesys, CMS, Avaya Supervisor, eWFM, or IEX

• Strong proficiency in Microsoft Excel with advanced reporting and data analysis capabilities

• Solid understanding of call center KPIs (AHT, Service Level, Abandonment Rate, Line Adherence, Handling Capacity, SIR)

• Proficiency with Workforce Management (WFM) tools

• Excellent verbal and written communication skills with the ability to articulate complex data clearly

• Demonstrated ability to work flexibly in a 24/7 environment, including rotating shifts, weekends, holidays, and overtime as needed

• Strong analytical and problem-solving skills with attention to detail

• Ability to make decisive, data-driven decisions under pressure

• Willing to work ONSITE in BGC, Taguig