Lead- Real Time Analyst

Company Description

Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For over 30 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. We call it One Sutherland.

Job Description

Our most successful candidates will have:

INTERNAL

• Good knowledge of MS-Excel
• Good 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
• Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary
• Must have at least 12 months tenure with current position
• No active DA
• Must have Exceeds Most or Clearly Exceeds FY21 PDP rating
  
  

EXTERNAL

• At least two years of work experience as a Real Time Analyst
• Good knowledge of MS-Excel
• Good 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
• Flexibility to work in a 24/7 environment, including but not limiting to GY shifts, weekends, holidays and overtime as necessary
• People management skills and experience
  
  

Additional Information

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