Sr. Associate Real Time Analyst - Shaw
Sutherland
Date: 3 weeks ago
City: Mandaluyong City
Contract type: Full time
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
All your information will be kept confidential according to EEO guidelines.
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
- 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
- 2+ years BPO experience
- More than 1 year experience as a Workforce Real Time Analyst
- 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
All your information will be kept confidential according to EEO guidelines.
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