Sutherland

1 week ago

Team Lead – Real Time Analyst (RTA)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 43 minutes agoStatus: Live

Job Summary

Lead real-time workforce operations for inbound and outbound voice channels in a 24/7 contact center. Monitor queues and call volumes, drive SLA performance through proactive intraday interventions, and adjust staffing, queue skilling, shrinkage, and distribution strategies. Manage and coach a team of RTAs, ensure adherence to WFM processes and quality standards, and collaborate with scheduling, forecasting, and operations. Publish real-time dashboards, analyze trends, and recommend operational efficiency improvements.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Monitor and manage real-time queues, call volumes, and staffing levels to achieve SLA performance.
•Analyze performance vs forecast and initiate corrective actions.
•Lead, coach, and mentor a team of RTAs, including performance reviews and development planning.
•Collaborate with scheduling, forecasting, and operations teams; lead intraday planning and staffing adjustments.
•Publish real-time dashboards and reports, analyze trends, and identify opportunities for process improvements and automation.

Key Requirements

•8–10 years of experience in Contact Center / Workforce Management.
•At least 2 years managing teams (RTA/WFM/Command Center).
•Proven experience managing real-time operations in voice environments.
•Hands-on experience with Genesys (preferred) and WFM tools such as IEX/NICE and GWFM.
•Advanced Excel and reporting skills with strong analytical/problem-solving ability.

Experience:8-10 yearsContact centerWorkforce managementReal-time adherenceVoice operations

Skills:LeadershipCoachingCommunicationStakeholder managementProblem-solving

Languages:English

Tech Stack:GenesysIEXNICEGWFMExcelRTAWFMSLAAHTShrinkageOccupancy

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

1 week ago

Team Lead – Real Time Analyst (RTA)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 43 minutes agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Monitor and manage real-time queues, call volumes, and staffing levels to achieve SLA performance.
•Analyze performance vs forecast and initiate corrective actions.
•Lead, coach, and mentor a team of RTAs, including performance reviews and development planning.
•Collaborate with scheduling, forecasting, and operations teams; lead intraday planning and staffing adjustments.
•Publish real-time dashboards and reports, analyze trends, and identify opportunities for process improvements and automation.

Key Requirements

•8–10 years of experience in Contact Center / Workforce Management.
•At least 2 years managing teams (RTA/WFM/Command Center).
•Proven experience managing real-time operations in voice environments.
•Hands-on experience with Genesys (preferred) and WFM tools such as IEX/NICE and GWFM.
•Advanced Excel and reporting skills with strong analytical/problem-solving ability.

Experience:8-10 yearsContact centerWorkforce managementReal-time adherenceVoice operations

Skills:LeadershipCoachingCommunicationStakeholder managementProblem-solving

Languages:English

Tech Stack:GenesysIEXNICEGWFMExcelRTAWFMSLAAHTShrinkageOccupancy

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