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

Sutherland is seeking an attentive and goal-oriented person to join us as a Lead - 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!

Leads 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 are corrected to make improvements in productivity and perform
  
  

Qualifications

Our most successful candidates will have:

• At least one year of 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
• 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