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

Responsibilities:

• Support monitoring of service level performance at interval level against planned AHT, Aux & Shrinkage and correlate with non-adherence at Consultant level
• Ensures real-time call outs on performance and staffing level are made to floor supervisors for appropriate action on non-adhering Consultants
• Helps follow up and ensures call-outs on non-adherence are corrected to make improvements in productivity performance to drive optimized service level and utilization delivery
• Coordinates offline activities
• Partners with Ops MOD and keeps them informed through call-outs on consultant level deviations and KPIs
• Ensures EOD performance analysis reports are prepared accurately and submitted
  
  

Qualifications

RTA Requirement and Qualification: Internal

• Graduate with 4 years course related to: Mathematics, Engineering, computer science or Accounting.
• No unplanned absences for the last 6 months
• No Incident report for 12 months
• Knowledgeable with MS office application
• Team Player and keen to details.
  
  

RTA Requirement and Qualification: External

• At least 1 year experience as an RTA. Familiar with Verint is a plus
• Flexible to shift schedule and can work onsite
• Graduate with 4 years course related to: Mathematics, Engineering, computer science or Accounting.
• No unplanned absences for the last 6 months
• No Incident report for 12 months
• Knowledgeable with MS office application
• Team Player and keen to details.
  
  

Additional Information

Backfill for the following RTA Support:

• Andane Miller Exeter RTA - handles Reporting and RTA Tasks.
• Shamor James - Toyota RTA Support is responsible for reporting, RTA, and uploading client IEX schedules.
• Lovernie Ocampo -Lending Club RTA backfill of Marivic Camaclang but Cancelled his employment with us after a week of start date.