Sutherland

4 days ago

Sr. Associate - Real Time Analyst

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Monitor call center queues in real time to identify risks to contractual KPIs such as Service Level, Abandonment, Line Adherence, Handling Capacity, and SIR. Analyze service level performance by interval against planned AHT, Aux, and Shrinkage, correlate deviations to consultant-level adherence, and provide real-time callouts to floor supervisors. Prepare end-of-day performance reports, coordinate offline activities, and partner with Ops MOD to drive corrective actions and optimized utilization.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Monitor call center queues in real time and flag risks to contractual KPIs including Service Level, Abandonment, Line Adherence, Handling Capacity, and SIR.
•Track service level performance by interval versus planned AHT, Aux, and Shrinkage, and correlate non-adherence at the consultant level.
•Provide real-time callouts on performance and staffing to floor supervisors for action on non-adhering consultants.
•Coordinate offline activities and prepare end-of-day (EOD) performance analysis reports.
•Follow up to ensure callouts on non-adherence are corrected and partner with Ops MOD on consultant-level KPI deviations.

Key Requirements

•At least one year of work experience in a call center.
•Basic knowledge of MS-Excel.
•Basic understanding of call center KPIs such as AHT and Service Level.
•Good verbal and written communication skills.
•High school diploma/GED (±11 years), with flexibility to work a 24/7 environment (including weekends/holidays/overtime).

Experience:Call center

Education:High School

Skills:CommunicationVerbal communicationWritten communicationFlexibility

Languages:English

Tech Stack:MS-ExcelAvaya 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

4 days ago

Sr. Associate - Real Time Analyst

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Monitor call center queues in real time and flag risks to contractual KPIs including Service Level, Abandonment, Line Adherence, Handling Capacity, and SIR.
•Track service level performance by interval versus planned AHT, Aux, and Shrinkage, and correlate non-adherence at the consultant level.
•Provide real-time callouts on performance and staffing to floor supervisors for action on non-adhering consultants.
•Coordinate offline activities and prepare end-of-day (EOD) performance analysis reports.
•Follow up to ensure callouts on non-adherence are corrected and partner with Ops MOD on consultant-level KPI deviations.

Key Requirements

•At least one year of work experience in a call center.
•Basic knowledge of MS-Excel.
•Basic understanding of call center KPIs such as AHT and Service Level.
•Good verbal and written communication skills.
•High school diploma/GED (±11 years), with flexibility to work a 24/7 environment (including weekends/holidays/overtime).

Experience:Call center

Education:High School

Skills:CommunicationVerbal communicationWritten communicationFlexibility

Languages:English

Tech Stack:MS-ExcelAvaya 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