Sutherland

2 weeks ago

Lead-Real Time Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead real-time performance monitoring in a 24/7 voice contact center, using KPI and interval-level analytics to protect contractual targets. Analyze queue and service level outcomes versus planned AHT, auxiliary time, shrinkage, and consultant adherence, then make timely call-outs and recommend corrective actions. Produce end-of-day reports, follow up to ensure improvements stick, and mentor teammates while partnering with Operations Management to sustain service delivery and operational efficiency.

Location: Philippines

Workplace: Onsite

Employment Type: Full time · Permanent

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Monitor real-time queue performance and identify risks to contractual KPIs including Service Level, Abandonment Rate, Line Adherence, Handling Capacity, and SIR.
•Analyze interval-level service level performance against planned AHT, auxiliary time, and shrinkage, correlating results with consultant-level non-adherence.
•Make timely, decisive call-outs to floor supervisors about performance deviations and staffing concerns, recommending corrective actions.
•Prepare end-of-day performance analysis reports with clear, actionable recommendations and follow up to ensure improvements are sustained.
•Mentor and coach team members on performance expectations and best practices in real-time analysis while coordinating with Operations Management.

Key Requirements

•Minimum 2 years of Real-Time Analyst (RTA) experience in a voice-based contact center environment.
•Minimum 1 year of work experience in a call center setting.
•High School Diploma, GED, or equivalent.
•Strong proficiency in Microsoft Excel for advanced reporting and data analysis.
•Proficiency with Workforce Management (WFM) tools and a solid understanding of call center KPIs (AHT, Service Level, Abandonment Rate, Line Adherence, Handling Capacity, SIR).

Experience:2+ yearsContact centerReal-time analyticsVoice-based contact center

Education:High School

Skills:Analytical thinkingProblem-solvingCommunicationAttention to detailDecision-making under pressure

Languages:English

Tech Stack:Microsoft ExcelExcelWorkforce Management (WFM)WFMCMSAvaya SupervisorEWFMIEX

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Sutherland

2 weeks ago

Lead-Real Time Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time · Permanent

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Monitor real-time queue performance and identify risks to contractual KPIs including Service Level, Abandonment Rate, Line Adherence, Handling Capacity, and SIR.
•Analyze interval-level service level performance against planned AHT, auxiliary time, and shrinkage, correlating results with consultant-level non-adherence.
•Make timely, decisive call-outs to floor supervisors about performance deviations and staffing concerns, recommending corrective actions.
•Prepare end-of-day performance analysis reports with clear, actionable recommendations and follow up to ensure improvements are sustained.
•Mentor and coach team members on performance expectations and best practices in real-time analysis while coordinating with Operations Management.

Key Requirements

•Minimum 2 years of Real-Time Analyst (RTA) experience in a voice-based contact center environment.
•Minimum 1 year of work experience in a call center setting.
•High School Diploma, GED, or equivalent.
•Strong proficiency in Microsoft Excel for advanced reporting and data analysis.
•Proficiency with Workforce Management (WFM) tools and a solid understanding of call center KPIs (AHT, Service Level, Abandonment Rate, Line Adherence, Handling Capacity, SIR).

Experience:2+ yearsContact centerReal-time analyticsVoice-based contact center

Education:High School

Skills:Analytical thinkingProblem-solvingCommunicationAttention to detailDecision-making under pressure

Languages:English

Tech Stack:Microsoft ExcelExcelWorkforce Management (WFM)WFMCMSAvaya SupervisorEWFMIEX

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor